Category: Messaging

Introduction Organizations today are challenged by an evolving privacy and regulatory landscape, which can vary by geography, industry, or business need. To comply with these privacy regulations, contact center administrators are often required to enforce least-access privileges to sensitive resources used within their contact centers. With the tag-based access controls in HAQM Connect, you can […]

Introduction Organizations want the ability to monitor operational and system level metrics of their HAQM Connect instances. Right sizing Service Quotas is important to deliver satisfactory contact experiences, meet service level targets, and optimize AWS resources. HAQM Connect provides operational metrics at the instance level. HAQM Connect automatically sends instance and queue metrics to HAQM […]

Several organizations today integrate HAQM Connect with Salesforce within their contact centers for voice and chat interactions. They also use Salesforce to handle inbound email communications. While HAQM Connect Salesforce CTI adapter provides a seamless integration between the two, some companies prefer a single routing mechanism for all channels and a unified reporting view for […]

To build a customer centric culture many organizations have altered their efforts to focus on differentiating their customer experiences. Wowing your customers through the contact center will make it easy for your customers to continue to do business, engage, and build loyalty with you. HAQM is excited to announce Supervisor Barge for HAQM Connect Voice […]

When customers reach out for support using chat they will often need support from an agent. Setting expectations on when an agent will be available to assist helps keep customers engaged. Contact centers can inform customers about their position in queue to keep the customer informed. Using this solution, you can keep your HAQM Connect […]

Many businesses today use HAQM Connect Rules, a feature of Contact Lens for HAQM Connect, through HAQM Connect console for creating and managing rules. This restricts businesses who want to manage the automation of rules creation and management from any home-grown or third-party solution outside of the HAQM Connect console. HAQM Connect Rules now launched […]

Often, contact center agents need to handle complex issues that require multiple interactions, research, and detailed tracking and notation of next steps and status. For example, IT organizations need to be able to track troubleshooting steps, milestones, actions taken, and results of actions. Case management tools provide a solution that consolidates history of a specific […]

In many contact centers, a large amount of invaluable communication resides in chat interactions that can dictate the image of an organization. Deriving conversational analytics from these chat interactions can help identify crucial product feedback, improve agent enablement, and boost overall customer experience for a business. Contact Lens for HAQM Connect recently announced general availability […]

Contact centers represent one of the most important touch points for businesses to resolve customer issues. When customers need assistance, it is critical for contact centers to have the right agents available to provide a positive customer experience. Ensuring the right agents are staffed at the right time requires contact center managers to consider an […]

Overview Businesses and enterprises that offer customer service are often required to support their customers 24/7. This makes it possible for businesses to handle urgent and important calls, and provides customers the option to call in at their convenience.  When support services aren’t available or they fall offline, businesses are at risk of customers getting disconnected, or […]