Tag: HAQM Connect

Generative artificial intelligence (AI) is an area of interest for many businesses. Gartner estimates that by 2024, 40% of enterprise applications will have embedded conversational AI. In 2020, this number was less than 5%. At HAQM Web Services (AWS), our customers are often asking about how they can use generative AI across various business segments. […]

AWS re:Invent 2023 is approaching quickly, and HAQM Connect is gearing up to welcome attendees from around the globe in Las Vegas November 27 – December 1. This year, attendees can check out an exciting array of presentations, hands-on learning experiences, and more, curated by the HAQM Connect team. With so much buzz around generative […]

Identity management is a framework of policies and technologies to ensure that the right users have the appropriate access to technology resources. Identity management for an HAQM Connect instance can be configured in one of the three ways: By storing users in HAQM Connect By linking to an existing directory By using SAML 2.0-based authentication […]

The widespread interest in generative artificial intelligence (AI) has created a renewed focus on the power of AI to solve for business challenges, especially for customer service. Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music. According to McKinsey, customer experience (CX) is […]

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2023 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). HAQM Web Services (AWS) was named a Leader for the first time since HAQM Connect, our flexible, AI-powered cloud contact center, was launched in 2017. We believe this […]

Introduction Agents play a critical role in a company’s customer experience strategy. They are often the primary point of contact for customers when they have questions, concerns or complaints. The quality of customer service provided by agents can have a significant impact on customer satisfaction and loyalty. Moreover, agents are not identical and perform at […]

Introduction Contact center supervisors, managers, compliance, workforce analysts, and others monitor the real-time performance of their contact center, including agent, queue, and routing profile performance, using the real-time metrics dashboard in the HAQM Connect console. Furthermore, as mentioned in the previous blog post, organizations today are challenged by an evolving privacy and regulatory landscape, which […]

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » Today, contact centers adopting HAQM Connect Voice ID are seeking insights from aggregated metrics such as number of successful enrollments and authentications over […]

Traditionally, contact center agents required several disconnected applications to handle simple customer interactions. For example, this includes: contact control panels, customer profile information, knowledge articles, and wikis. HAQM Connect agent workspace offers a unified experience for contact center agents to access the tools they need to address customer calls effectively. Within the agent workspace, step-by-step […]

Aug 27, 2024: This blog was updated for up-to-date product capabilities. Onboarding new contact center agents presents a common hurdle in training them to skillfully use their workspace. Agents initially require more effort to serve customers while working toward proficiency. With average annual attrition rates of 30-45%, enhancing agent productivity right away is a top […]