Category: HAQM Connect

Companies often add self-service capabilities to their websites or mobile applications, such as frequently asked questions (FAQs) or knowledge articles, to help customers address their queries. When that customer escalates to a live agent for help, they are often asked to repeat the same information they may have entered or browsed on the app or […]

As we gear up for an exciting time at Enterprise Connect, scheduled for March 25 – 28, 2024, we look forward to the fantastic lineup of presentations and demos we have in store for attendees. The sessions will be more enlightening and engaging than ever before, showcasing how over a decade of AI and machine […]

Introduction HAQM Connect Customer Profiles helps companies deliver faster and personalized customer service in contact centers. This is achieved by providing agents and automated experiences (e.g., IVR) instant access to customer information without the latency and costs of integrating data from multiple systems (SaaS apps, databases, etc). Companies can bring data from over eighty application […]

Contact centers often receive illegitimate phone calls where the caller is pretending to be someone else by using an existing customer’s phone number. While you might simply fail a check on a web site because you don’t have the right credentials, contact center agents are trained to be polite even when something seems amiss, so […]

The decision by a business to transform their contact center platform should not be made solely through a technical improvement lens, but also through a people lens. HAQM Connect is an industry-leading solution for any business that wants to transform their contact center operations. Gartner, an American technological research and consulting firm, has published the […]

Introduction Contact center managers are frequently challenged with accurately identifying coaching needs for agents in order to improve agent-customer interactions. In order to address this issue, HAQM Connect provides set of a set of performance evaluation capabilities that allow automating both form creation and evaluation processes to further reduce manual processes required in evaluating agents. […]

AWS re:Invent 2023 showcased some of the most promising innovations and concepts for a future that will be shaped by generative AI. AWS services continue to be central to that future, and they are evolving to support it. At re:Invent 2023, we announced new generative AI features communication channels that are directly integrated into HAQM […]

Introduction HAQM Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at a lower cost. In the contact center space, organizations today want more insight into their operational costs. Customers may have disparate cost centers for their contact center workloads like lines of business or multiple brands. […]

Introduction In this blog post, CSC Generation Holdings, Inc. (CSC Generation) shares why it moved to HAQM Connect to support customer service operations across its multiple brands. CSC Generation is a multi-brand technology platform that helps retailers such as One Kings Lane and Sur La Table transform into high-performing, digital-first brands. These retailers’ primary customers […]

Generative artificial intelligence (AI) is an area of interest for many businesses. Gartner estimates that by 2024, 40% of enterprise applications will have embedded conversational AI. In 2020, this number was less than 5%. At HAQM Web Services (AWS), our customers are often asking about how they can use generative AI across various business segments. […]