Tag: agent

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 […]

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 […]

Introduction Contact center managers are always looking for ways to reduce the time callers spend in a queue waiting for available agents. Providing a callback option significantly improves the customer experience and optimizes the operational costs of your contact center. Callback capabilities are offered natively with HAQM Connect. Callers leave their phone number so the […]

Introduction Organizations want contact center reporting and analytic capabilities for agents’ activities. This enables them to manage agent staffing and optimizing the contact center work force operations. Contact center platforms with limited integration capability make it challenging to generate custom reports and perform advanced agent activity analytics. HAQM Connect agent event streams are HAQM Kinesis […]

Introduction Organizations today strive to provide increasingly personalized customer journeys. For example, up-selling new products based on history of interest in related products. Data collection drives the ability for businesses to personalize – data is valuable and the more collected, the more impact a personalized experience can have. Businesses must be able however to balance […]

HAQM Connect Cases (Available in GA) HAQM Connect Cases is a new case management feature built into HAQM Connect that makes it easy for contact center agents to track, collaborate on, and resolve customer cases quickly. Case management is an essential aspect of customer service operations that enables contact center agents to reduce resolution time […]

Note: This is the fourth blog in the HAQM Connect reporting blog series. If you haven’t read “Analyze HAQM Connect Contact Trace Record with HAQM Athena and HAQM QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the ability to generate chatbot performance reports for their digital customer experience offering. […]

Michael Goligorsky, Sr. Solutions Architect, HAQM Connect As organizations increasingly compete on the basis of great customer experience, contact center performance has become a critical business focus. Contact centers rely on agents to provide great customer service with every interaction. Without productive agents, you risk losing your customers, reputation, and revenue. Given this, it is […]

User management is a critical component of a contact center. Typical use cases include creating and updating user profiles. However, another significant use case is searching for and reporting on these users based on unique characteristics such as their profiles or tags. HAQM Connect now provides an API using which customers can search for contact […]

Nearly half of an agent’s time is spent away from customer calls and chats on tasks in external applications like CRMs or business-specific solutions. Often, companies assign these tasks to agents in a variety of ways, including verbal instructions, emails, and notes in the external applications. This makes it difficult to follow, track, and measure […]