Category: Thought Leadership

Agents are critical components of any contact center, and it is essential for organisations to provide them with the right tools for success. By supporting agents effectively, companies not only improve the agent experience but also enhance the end-customer experience. To address this need, HAQM Connect offers HAQM Q in Connect, a generative AI assistant […]

Introduction Salesforce Contact Center with HAQM Connect (SCC-AC), now generally available, is a groundbreaking offering that integrates HAQM Connect native digital and voice capabilities into Salesforce. Building upon the existing voice-only Service Cloud Voice (SCV) integration, SCC-AC enables customers to unify voice and digital channels across HAQM Connect and Salesforce enhancing customer and agent experience […]

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.

Combating fraud and building customer trust For over 20 years, Capitec has been providing simple and affordable banking services to millions of South Africans. As a truly customer-obsessed organization, they recognized the need to modernize their aging contact center infrastructure that was limiting their ability to innovate and deliver the customer experiences they wanted. Using […]

In today’s fast-paced world, customers expect interactions that are seamless, efficient, and personalized. Cloud technology is stepping up by transforming traditional systems into dynamic solutions that meet those demands. One of the most significant advancements is the shift to cloud-powered, conversational Interactive Voice Response (IVR) systems. This intelligent solution is revolutionizing how businesses engage with […]

About the authors Puneet Badlani is a Worldwide Senior Partner Solution Architect at HAQM Web Services (AWS) Jack Godfrey is a Sales Director at Connect, a UK-based AWS Partner Introduction As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky […]

In today’s competitive business landscape, delivering exceptional customer experience (CX) is no longer a luxury—it’s a necessity. At the heart of this evolution lies the power of insights and analytics, transforming how organizations understand, predict, and respond to customer needs. HAQM Connect is at the forefront of this revolution, offering cutting-edge solutions that harness the […]

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 […]

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.