Tag: HAQM Connect

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality 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 this […]

Providing excellent customer service is crucial to the success of any business in today’s highly competitive world. Contact centers are often one of the main points of interaction with customers, and call recordings are a valuable tool to help a business deliver the best customer experience possible. Providing a rich source of insightful information, they […]

Organizations are increasingly using speech recognition to create powerful conversational interfaces in the contact center, enabling self-service, user identification, and caller authentication based on users’ spoken natural language. These capabilities create delightful experiences for the user and improve containment rates and customer satisfaction scores. Oftentimes, in order to authenticate callers, organizations typically must collect alphanumeric […]

Introduction Organizations today are challenged by an evolving privacy and regulatory landscape, which can vary by geography, industry, or business need. To comply with these privacy regulations, contact center administrators are often required to enforce least-access privileges to sensitive resources used within their contact centers. With the tag-based access controls in HAQM Connect, you can […]

Several organizations today integrate HAQM Connect with Salesforce within their contact centers for voice and chat interactions. They also use Salesforce to handle inbound email communications. While HAQM Connect Salesforce CTI adapter provides a seamless integration between the two, some companies prefer a single routing mechanism for all channels and a unified reporting view for […]

To build a customer centric culture many organizations have altered their efforts to focus on differentiating their customer experiences. Wowing your customers through the contact center will make it easy for your customers to continue to do business, engage, and build loyalty with you. HAQM is excited to announce Supervisor Barge for HAQM Connect Voice […]

Often, contact center agents need to handle complex issues that require multiple interactions, research, and detailed tracking and notation of next steps and status. For example, IT organizations need to be able to track troubleshooting steps, milestones, actions taken, and results of actions. Case management tools provide a solution that consolidates history of a specific […]

Introduction Customers expect multiple channel options when contacting customer service departments. HAQM Alexa smart speakers have become increasingly popular in households globally. Contact center innovators can exceed customer expectations by enabling Alexa as an additional channel with HAQM Connect. Adding Alexa as a channel will provide customers with additional choice and convenience, resulting in a […]

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 […]

Single sign-on (SSO) enables users to access multiple applications securely via a single ID and password. This reduces the headache of remembering multiple username and passwords for users in an organization. Contact Centers are no different and the ability to utilize SSO for contact center applications is a common requirement. HAQM Connect support’s identity federation […]