Tag: Customer Experience

Agents are critical components of any contact center, and it is essential for organisations to provide them with the right tools for success. By supporting agents effectively, companies not only improve the agent experience but also enhance the end-customer experience. To address this need, HAQM Connect offers HAQM Q in Connect, a generative AI assistant […]

Introduction Salesforce Contact Center with HAQM Connect (SCC-AC), now generally available, is a groundbreaking offering that integrates HAQM Connect native digital and voice capabilities into Salesforce. Building upon the existing voice-only Service Cloud Voice (SCV) integration, SCC-AC enables customers to unify voice and digital channels across HAQM Connect and Salesforce enhancing customer and agent experience […]

Workforce management (WFM) is essential for contact center success. It matches staff levels to call volume patterns, which reduces customer wait times and operational costs. Effective WFM ensures the right agents with the right skills are available all the time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity and […]

The efficiency of agent onboarding directly impacts the success of today’s contact centers. With frequent staffing changes driven by business needs, seasonal variations, and specialized skill requirements, organizations must streamline and secure their onboarding processes. By automating manual tasks such as provisioning and deprovisioning, organizations can significantly reduce errors, improve security, and accelerate the onboarding […]

In today’s fast-paced world, customers expect interactions that are seamless, efficient, and personalized. Cloud technology is stepping up by transforming traditional systems into dynamic solutions that meet those demands. One of the most significant advancements is the shift to cloud-powered, conversational Interactive Voice Response (IVR) systems. This intelligent solution is revolutionizing how businesses engage with […]

In today’s competitive business landscape, delivering exceptional customer experience (CX) is no longer a luxury—it’s a necessity. At the heart of this evolution lies the power of insights and analytics, transforming how organizations understand, predict, and respond to customer needs. HAQM Connect is at the forefront of this revolution, offering cutting-edge solutions that harness the […]

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 […]

Generative artificial intelligence (AI) was the hot topic for most of 2023 and has not slowed down in 2024, with new innovation and creative use cases for this remarkable technology coming forward every day. The promise of generative AI for customer experience (CX) use cases is clear and exciting. With any new exciting idea, however, […]

Callback mechanisms play a crucial role in modern contact centers as they allow callers to reserve their position in the queue without having to remain on hold. This not only enhances customer service by reducing wait times but also optimizes telephony costs and agent utilization. When a callback is requested by a caller, it remains […]

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 […]