Category: Foundational (100)

AWS re:Invent 2024 is around the corner, and the HAQM Connect team is excited to welcome a global audience to Las Vegas December 2-6. Hear from AWS and your peers or roll up your sleeves for some hands-on learning in an exciting array of breakout sessions, chalk talks, builders’ sessions, and workshops. To learn how […]

In the 2024 Frost Radar™ reports for the Asia-Pacific (APAC) and Europe, Middle East, and Africa (EMEA) regions, HAQM Web Services (AWS) is recognized as a leader in the contact center-as-a-service (CCaaS) market. The reports highlight the continuous innovation and growth of HAQM Connect in this space. Both reports highlight the cloud-native architecture, advanced capabilities, and […]

Standard Bank is one of the largest banks in Africa, with over 50,000 employees serving more than 18 million customers across 20 countries. Founded in 1862, the bank has grown to be a leading financial services organization, providing personal and business banking, wealth management, advisory services, and more. Standard Bank’s contact center operations underpin its customer […]

In the fast-paced world of cloud innovation, staying ahead of the curve can be a challenge. At HAQM Connect, we’ve recognized the need to provide comprehensive and up-to-date training resources to our customers and partners. Since its launch in 2017, HAQM Connect has disrupted the contact center industry with as a secure, scalable, and feature-rich […]

Generative artificial intelligence (AI) was the hot topic for most of 2023 and has not slowed down in 2024, with new innovation and creative use cases for this remarkable technology coming forward every day. The promise of generative AI for customer experience (CX) use cases is clear and exciting. With any new exciting idea, however, […]

Generative AI is delivering real customer experience (CX) results in production at enterprise scale sooner than expected.

Introduction Contact center agents face a variety of challenges when handling customer interactions. Whether it’s troubleshooting a technical issue, resolving a billing dispute, or simply providing helpful, accurate information, agents need to be effective across a wide range of topics. This often requires months, or even years, of experience becoming familiar with the various issues […]

A solid knowledge base has always been a crucial piece in effectively aiding agents in the contact center. Now with generative AI, well-structured, straightforward, and up-to-date knowledge bases are key to support generative AI assistants like Q in Connect in easily and effectively synthesizing your content. In this blog post, you will learn about HAQM Q in Connect, how it works, and how to optimize your knowledge base to maximize impact using our generative AI capabilities.

Agents play a crucial role in providing an exceptional customer experience. In a high-performing contact center, agents are superhuman — they get where the customer is coming from, know their stuff, and fix issues right away. When this happens, customers feel valued and stay loyal. Agents make up more than 70% of contact center operating […]

HAQM Connect’s native integrations with other AWS services like AWS Lambda allow you to create dynamic, personalized experienced for your callers. In this blog post we will use AWS Lambda and HAQM DynamoDB to: Create an AWS Lambda function from the sample provided. Integrate your Lambda function with your HAQM Connect instance, letting you perform […]