Tag: AI

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 […]

Agent experience is a crucial aspect of contact centers and their interactions with end consumers define the customer experience of a business. In such a scenario, providing agents the right tools and information in a timely fashion is key to ensuring first call resolution, decreased average handling times and increased customer satisfaction score. Call sentiment […]

At the beginning of an interaction, contact center agents often spend time navigating between duplicate customer profiles across CRM, marketing, billing, shipping and ticketing systems. While the agent is finding the most accurate customer profile, the customer is waiting on a hold resulting in poor customer experience. As per a report by Experian, as many […]

Customer trust depends on the ability to consistently prove to your customers that they can rely on your brand, products, and people. Every engagement with your customers is a chance to build or break trust. That journey is a bumpy road. So, how do you build customer trust and ensure that it withstands time? After […]

Customers engage with businesses using a multitude of contact channels like voice, messaging, web, and social media. Each interaction includes customer identification, verification, and understanding the intent. This is followed by servicing the contact intent using either automated or live assistance. The primary customer need is expedited assistance to resolve the reason for the contact. […]

Contact Lens for HAQM Connect provides a set of machine learning (ML) capabilities integrated into HAQM Connect. These capabilities enable businesses to analyze call recordings for customer sentiment, trends, and compliance of conversations. Contact center supervisors want real-time insights into customer experience issues while calls are in progress to provide proactive assistance to their agents. Historically, […]

To authenticate callers, contact centers often use a time-consuming process where callers have to answer multiple questions verifying their personal details, like social security number, date of birth, and mother’s maiden name. This process is costly, time-consuming, and leads to poor customer experiences. HAQM Connect Voice ID provides real-time caller authentication, which makes voice interactions […]

Today, HAQM Web Services (AWS) announced the general availability of Contact Lens, machine learning powered contact center analytics for HAQM Connect. HAQM Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at lower cost. With Contact Lens, supervisors and quality assurance managers can easily understand the sentiment, […]

For several years, knowledge workers have benefited from the ease of working from anywhere (offices or home). They usually have access to the right tools and technology (often a cell phone, laptop, and an internet connection) that allows them to leverage flexible work options. However, legacy contact center workers have not been so fortunate. They […]

Today, AWS announced Contact Lens for HAQM Connect, a set of capabilities for HAQM Connect enabled by machine learning (ML) that gives contact center supervisors and analysts the ability to understand the content, sentiment, and trends of their customer conversations to identify crucial customer feedback and improve customer experience. HAQM Connect is an omnichannel cloud […]