Category: HAQM Connect

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 […]

Introduction As HAQM Connect workloads grow, customers require visibility into quotas to efficiently manage scaling and prevent failed deployments or service disruptions from exceeding limits. The HAQM Connect integration with Service Quotas results in improved management of service quotas for your HAQM Connect instance. Service Quotas serves as a hub for streamlined management and tracking […]

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 […]

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 […]

Introduction Contact center agents and supervisors continuously strive to provide exceptional customer service to their customers. In modern contact centers, an interactive voice response (IVR) system is typically the first point of contact for a customer seeking support. Therefore, it is crucial to provide an exceptional customer experience while the customer is interacting with the […]

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 […]

Real-time media services running within virtual desktop infrastructure (VDI) environment, such as Citrix, can experience audio quality issues due to the resource intensive nature of processing the media on the server(s). Implementing HAQM Connect audio optimization for Citrix enables you to improve audio quality, reduce host server resources and lower cost per agent. VDI sessions […]

Introduction Contact center agents assist customers with topics that involve complex workflows. Within the HAQM Connect agent workspace, step-by-step guides support agents with clear instructions on how to handle a particular use case. Step-by-step guides are agent facing workflows that can branch based on decisions and send & receive data from external systems. Guides increase […]