Category: Intermediate (200)

Agents are critical components of any contact center, and it is essential for organisations to provide them with the right tools for success. By supporting agents effectively, companies not only improve the agent experience but also enhance the end-customer experience. To address this need, HAQM Connect offers HAQM Q in Connect, a generative AI assistant […]

Introduction Salesforce Contact Center with HAQM Connect (SCC-AC), now generally available, is a groundbreaking offering that integrates HAQM Connect native digital and voice capabilities into Salesforce. Building upon the existing voice-only Service Cloud Voice (SCV) integration, SCC-AC enables customers to unify voice and digital channels across HAQM Connect and Salesforce enhancing customer and agent experience […]

Workforce management (WFM) is essential for contact center success. It matches staff levels to call volume patterns, which reduces customer wait times and operational costs. Effective WFM ensures the right agents with the right skills are available all the time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity and […]

When a contact center experiences an unexpected service disruption, the impact can be immediate and severe: agents unable to access systems, customers facing connection issues, and support teams working to rapidly restore service. While such scenarios may seem extreme, they represent exactly the kind of situations that make tabletop exercises essential for modern contact center […]

In today’s competitive business landscape, delivering exceptional customer experience (CX) is no longer a luxury—it’s a necessity. At the heart of this evolution lies the power of insights and analytics, transforming how organizations understand, predict, and respond to customer needs. HAQM Connect is at the forefront of this revolution, offering cutting-edge solutions that harness the […]

In today’s digital-first world, businesses increasingly rely on chat interactions to serve customers efficiently and cost-effectively. Many common customer service scenarios require collecting sensitive information – from processing payments and updating shipping addresses to verifying identity and accessing account details. However, gathering this data securely while maintaining compliance with regulations like PCI DSS, GDPR, and […]

Introduction As organizations across industries seek to elevate their customer service capabilities, the adoption of cloud-based contact centre solutions like HAQM Connect has emerged as a strategic priority. For NatWest Group, a leading banking and financial services group in the United Kingdom, the opportunity to enhance customer experiences through an HAQM Connect-powered contact centre was […]

ANA X leveraged its expertise and options to successfully migrate from an on-premises PBX-centric call center system to the cloud-based HAQM Connect. This article shares the background and successful experience, touching on the possibility for readers to realize system migration and operation on their own.

Introduction If your business has a contact center, you may be looking to leverage the power of generative artificial intelligence (AI) to enhance user experience and agent productivity. Features such as agent assist or intelligent bots have been gaining traction as a result of this push towards contact center AI-assisted modernization. Many of our customers […]

Deploying an effective contact center solution can be complex, especially for enterprises with unique requirements. This blog post outlines a foundational process that includes standardized approaches to discovery, documentation, and development. By following this approach, businesses can establish a reliable, scalable contact center that meets their current needs, and can be easily maintained and enhanced […]