Category: HAQM Connect

HAQM Web Services (AWS) was named a leader in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025. We believe this recognition underscores the continued evolution and strength of HAQM Connect, our cloud-based contact center solution, since its launch in 2017. This report evaluates the 10 most significant CCaaS providers based on Forrester’s comprehensive research criteria. In this […]

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 […]

Customers typically want access to their contact center data to drive better decisions. HAQM Connect flows are a great place to capture metrics and drive outcomes. These flows define how customers experience your contact center from start to finish. At the most basic level, flows enable you to customize your IVR (interactive voice response) system. […]

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 […]

As financial institutions continue to embrace digital transformation, the reliance on traditional phone interactions to engage with corporate clients remains prevalent. For instance, in many countries, regulations mandate that banks confirm transaction details with their clients via phone (“affirmations”). The banks must also record these calls for future audits for compliance and quality assurance. These […]

HAQM Connect now delivers first-party AI across all channels, featuring ongoing support for future AI capabilities with pricing that remains tied only to your underlying channel usage rather than AI consumption.

Many companies today struggle with disconnected customer relationship management (CRM) and contact center solutions, resulting in poor customer experiences, frustrated customer service representatives (CSRs), and inefficient operations. CSRs or contact center agents have to juggle multiple siloed applications, lacking real-time visibility into customer data and interaction history, while customers face frustrating experiences bouncing between self-service […]

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 […]

Enterprise Connect 2025 is around the corner, where attendees will explore the transformative intersection of AI and customer experience. From March 17-20 in Orlando, Florida, AWS leaders will be onsite, sharing insights on implementing AI strategically and delivering more meaningful customer experiences. Through keynotes, panel discussions, and interactive sessions, attendees will discover how organizations are […]