Category: Announcements

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 […]

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 […]

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 […]

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 […]

HAQM Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at a lower cost. And now, with newly released features including simplified building, generative AI enhancements, and easily accessible observability, it’s never been easier to create, manage, and optimize effective self-service experiences for customers. Self-service customer support […]

In today’s digital-first world, businesses increasingly rely on chat interactions to serve customers efficiently and cost-effectively. Many common customer service scenarios require collecting sensitive information – from processing payments and updating shipping addresses to verifying identity and accessing account details. However, gathering this data securely while maintaining compliance with regulations like PCI DSS, GDPR, and […]

Automating email parsing and analysis helps prioritize urgent matters, personalize responses, and identify sensitive information, improving customer experience and agent productivity. Implementing automated email processing solutions enables organizations to take appropriate actions based on the content, such as escalating important issues, sending automated responses, or avoid routing emails that don’t require a response, such as thank-you notes. Email analysis also allows for detecting intent, sentiment, keywords, and personally identifiable information (PII).

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 […]

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 […]