Tag: #amazonconnect

HAQM Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at a lower cost. And now, with newly released features including simplified building, generative AI enhancements, and easily accessible observability, it’s never been easier to create, manage, and optimize effective self-service experiences for customers. Self-service customer support […]

In today’s digital-first world, businesses increasingly rely on chat interactions to serve customers efficiently and cost-effectively. Many common customer service scenarios require collecting sensitive information – from processing payments and updating shipping addresses to verifying identity and accessing account details. However, gathering this data securely while maintaining compliance with regulations like PCI DSS, GDPR, and […]

Introduction As organizations across industries seek to elevate their customer service capabilities, the adoption of cloud-based contact centre solutions like HAQM Connect has emerged as a strategic priority. For NatWest Group, a leading banking and financial services group in the United Kingdom, the opportunity to enhance customer experiences through an HAQM Connect-powered contact centre was […]

Automating email parsing and analysis helps prioritize urgent matters, personalize responses, and identify sensitive information, improving customer experience and agent productivity. Implementing automated email processing solutions enables organizations to take appropriate actions based on the content, such as escalating important issues, sending automated responses, or avoid routing emails that don’t require a response, such as thank-you notes. Email analysis also allows for detecting intent, sentiment, keywords, and personally identifiable information (PII).

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). HAQM Web Services (AWS) was named a Leader for the second year in a row, and we believe this is a testament to the innovation of HAQM Connect, our […]

Rhythm Energy is a retail electricity provider based in Houston, Texas. Founded in 2020 with a mission to provide transparent and competitive renewable energy plans, Rhythm Energy values a cultural mindset that centers the customer experience in every facet of its operations. By creating a true partnership with end customers through engagement and education, Rhythm […]

Imagine a world where every customer interaction is informed by a wealth of relevant data, where artificial intelligence (AI) knows your business, and where contact center agents are empowered to provide truly tailored service. As companies strive to deliver exceptional customer experiences, personalization has become a key differentiator. Customers expect tailored interactions that address their […]

AWS re:Invent 2024 is around the corner, and the HAQM Connect team is excited to welcome a global audience to Las Vegas December 2-6. Hear from AWS and your peers or roll up your sleeves for some hands-on learning in an exciting array of breakout sessions, chalk talks, builders’ sessions, and workshops. To learn how […]

Introduction If your business has a contact center, you may be looking to leverage the power of generative artificial intelligence (AI) to enhance user experience and agent productivity. Features such as agent assist or intelligent bots have been gaining traction as a result of this push towards contact center AI-assisted modernization. Many of our customers […]

In the 2024 Frost Radar™ reports for the Asia-Pacific (APAC) and Europe, Middle East, and Africa (EMEA) regions, HAQM Web Services (AWS) is recognized as a leader in the contact center-as-a-service (CCaaS) market. The reports highlight the continuous innovation and growth of HAQM Connect in this space. Both reports highlight the cloud-native architecture, advanced capabilities, and […]