Category: HAQM Connect

Two-way communication is the cornerstone of strong relationships. While reactive customer support is crucial for organizations of all types, proactive outreach can take customer satisfaction to new heights. But organizations must send the right message, to the right person, at the right time. The latest innovations announced in HAQM Connect empower organizations to initiate targeted […]

We will introduce how generative AI contributes to VoC (Voice of Customer) analysis in contact centers, particularly focusing on the advantages of methods using the latest LLM (Large Language Model) technology and their superiority when compared to conventional approaches.

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.

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). HAQM Web Services (AWS) was named a Leader for the second year in a row, and we believe this is a testament to the innovation of HAQM Connect, our […]

Rhythm Energy is a retail electricity provider based in Houston, Texas. Founded in 2020 with a mission to provide transparent and competitive renewable energy plans, Rhythm Energy values a cultural mindset that centers the customer experience in every facet of its operations. By creating a true partnership with end customers through engagement and education, Rhythm […]

Maintaining a comprehensive audit trail and centralized visibility into contact center operations is crucial for security, compliance, and operational best practices. In our previous blog post, “Investigate HAQM Connect API activity across your organization using AWS CloudTrail and HAQM Athena“, we explored how customers can leverage AWS CloudTrail and HAQM Athena to gain visibility and […]

Today’s customers demand more than just quick answers. They want interactions that feel natural, intuitive, and tailored to their individual preferences. Generative artificial intelligence (AI) offers the potential to transform customer service by empowering agents with intelligent tools that can understand complex queries, generate human-like responses, and even anticipate future customer needs. Customers have invested […]

Imagine a world where every customer interaction is informed by a wealth of relevant data, where artificial intelligence (AI) knows your business, and where contact center agents are empowered to provide truly tailored service. As companies strive to deliver exceptional customer experiences, personalization has become a key differentiator. Customers expect tailored interactions that address their […]

Contact centers leverage Interactive Voice Response (IVR) systems for call routing, self-service automation, and information retrieval. However, challenges often arise when customers need to access data from third-party systems and Customer Data Platforms (CDPs), as it often requires making API calls through custom code. This process can be complex, requiring technical expertise that is not […]

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 […]