Tag: Connect

HAQM Web Services (AWS) was named a leader in The Forrester Wave™: Contact Center as a Service, Q1 2023 for the first time since HAQM Connect, our easy-to-use cloud contact center, was launched in 2017. We believe this leader placement reflects the rapid pace of innovation and continued success customers of all sizes see delivering […]

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 […]

EDITOR NOTE: This blog is an example starter project designed to provide a demonstration and basis for builders to create their own solutions. It should not be considered Production-ready. If you plan to deploy and use this in a Production environment please review Using this in Production for additional guidance. If you need additional support […]

Introduction HAQM Connect contact center allows you to create dynamic voice prompt playback using HAQM Simple Storage Service (S3). All the custom prompts are stored as audio files on HAQM S3. As the number of files increase, it becomes challenging to manage these files and audit changes. Business users would need access to AWS Management […]

Over the course of 2022, we have seen organizations who use HAQM Connect, create innovative experiences on behalf of their customers. This includes leveraging machine learning capabilities and insightful analytics to identify trends and areas for improvement in customer service. In this blog post, we wanted to recap some of the frequently deployed and tested […]

In 2022, re:Invent returned to in-person gathering of over 50,000 attendees and exciting line-up of launches, keynotes, and sessions. Attendees witnessed new solutions, and delved deep into customer experience innovation, particularly with regards to HAQM Connect. This includes many new trailblazing capabilities including new chat analytics, Agent Workspace, and capacity planning tools. If you missed it, take […]

Introduction Organizations want the ability to monitor operational and system level metrics of their HAQM Connect instances. Right sizing Service Quotas is important to deliver satisfactory contact experiences, meet service level targets, and optimize AWS resources. HAQM Connect provides operational metrics at the instance level. HAQM Connect automatically sends instance and queue metrics to HAQM […]

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 […]

Many businesses today use HAQM Connect Rules, a feature of Contact Lens for HAQM Connect, through HAQM Connect console for creating and managing rules. This restricts businesses who want to manage the automation of rules creation and management from any home-grown or third-party solution outside of the HAQM Connect console. HAQM Connect Rules now launched […]

In many contact centers, a large amount of invaluable communication resides in chat interactions that can dictate the image of an organization. Deriving conversational analytics from these chat interactions can help identify crucial product feedback, improve agent enablement, and boost overall customer experience for a business. Contact Lens for HAQM Connect recently announced general availability […]