AWS Contact Center
Tag: HAQM Connect
Best practices for using HAQM Connect audio optimization for Citrix
Real-time media services running within virtual desktop infrastructure (VDI) environment, such as Citrix, can experience audio quality issues due to the resource intensive nature of processing the media on the server(s). Implementing HAQM Connect audio optimization for Citrix enables you to improve audio quality, reduce host server resources and lower cost per agent. VDI sessions […]
Optimize routing using queues and proficiencies in HAQM Connect
Contact volumes and agent staffing in contact centers vary during the day. When there are more contacts than available agents, a queue holds contacts waiting to be answered by agents. A single queue to handle all incoming contacts maximizes service levels, and minimizes wait times. This is only possible when each agent can handle all […]
Safeguard your environment and reduce reputational risk using HAQM Connect attachment scanning
The ability to share attachments between customers and agents during a chat interaction offers significant benefits to enhance the overall customer experience. By allowing customers to share files such as documents, images, or screenshots during a chat session, it facilitates clearer communication and provides a more comprehensive understanding of the customer’s issue. This can lead […]
Scale and optimize staffing based on performance objectives in HAQM Connect (part 3)
Contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality of customer service. The methods used to route incoming contacts have a direct influence on these performance metrics. HAQM Connect makes it possible to route contacts based on objectives that are important to the business. Part 1 of […]
Monitor HAQM Connect API usage using HAQM CloudWatch alarms
Many organizations utilize HAQM Connect to run their contact centers and integrate custom applications through Connect APIs. These APIs are used to streamline and customize various aspects of contact center operations, such as managing agent states, retrieving real-time metrics, automating contact center processes, and customizing the overall customer experience to meet specific business requirements. However, […]
Request service using HAQM Connect and AWS IoT
Introduction Smartphones have become the standard method of communication for consumers, with an estimated 6.8 billion users worldwide in 2023. The World Health Organization reported an estimated 1.3 billion people living with a disability. A portion of this population may not be able to use smartphones easily in their daily lives. This results in the […]
What’s new with HAQM Connect in 2024: Empowering CX transformation
In today’s fast-paced business landscape, delivering exceptional customer experiences is paramount. Customers expect seamless, personalized support across every touch point, and businesses are constantly seeking new ways to meet these evolving demands. As an artificial intelligence (AI)-powered cloud contact center solution, HAQM Connect is helping organizations across industries leverage the latest advancements in technology to […]
HAQM Connect analytics and reporting for your entire contact center
The quote, “Not everything that matters can be measured, and not everything that can be measured matters,” highlights the challenge of selecting appropriate metrics and reports to gauge your success. This is especially true for contact centers. Success in contact centers requires analyzing standard metrics like average hold time (AHT) or abandonment rate and customizing […]
Reimagine customer experiences with AWS at Customer Contact Week 2024
The customer experience landscape is rapidly evolving, driven by rising expectations and technological innovations like generative artificial intelligence (AI). At HAQM Web Services (AWS), we are committed to empowering businesses to deliver exceptional customer service and experiences. This year, we are thrilled to be a sponsor of Customer Contact Week 2024, one of the most […]
Optimizing your knowledge base for HAQM Q in Connect
A solid knowledge base has always been a crucial piece in effectively aiding agents in the contact center. Now with generative AI, well-structured, straightforward, and up-to-date knowledge bases are key to support generative AI assistants like Q in Connect in easily and effectively synthesizing your content. In this blog post, you will learn about HAQM Q in Connect, how it works, and how to optimize your knowledge base to maximize impact using our generative AI capabilities.