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Amazon releases Chat for Amazon Connect

Today, Amazon announced its release of chat functionality in Amazon Connect. Supported for both web and mobile, the latest feature extends Amazon’s cloud contact center omnichannel capabilities. This feature allows your customers to start a chat with an agent or Amazon Lex bot, step away from it, and resume it up to 24 hours later. […]

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Perficient’s Amazon Connect Team – Ben Yoo

As a member of the Amazon Web Services Partner Network, Perficient combines cloud expertise with the power of AWS to enable quick access to innovative technologies. Clients can spend more time on their core business competencies and less time worrying about the technology behind it. A product within the Amazon Web Services platform, Amazon Connect creates powerful customer service […]

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How Cloud Improves Disaster Recovery

The following is the seventh blog in a series about why businesses are moving to the cloud to modernize and improve business performance. In our last blog in this series, we examined how security improves with cloud. In this blog, we will look at how cloud enhances disaster recovery (DR) practices and provides a better […]

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Building a Basic Inbound Contact Center with Amazon Connect

Released in 2017, Amazon Connect makes building a contact center easy and affordable. In this video demo you will learn: What AWS and Amazon Connect are The benefits of using Amazon Connect for your contact center How to set up a basic inbound contact center Watch the video below: For more information on how Perficient […]

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Resiliency – A Core Pillar of Any Business-Critical App in the Cloud

Cloud offers undeniable benefits when it comes to building cost-effective agile solutions. Enterprise-wide pushes to modernize application stacks have added fuel to cloud migration initiatives. As more and more monoliths are decomposed and redesigned using a distributed microservices architecture, the large portfolio of cloud-native services makes developing and deploying in the cloud faster and economical. […]

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Perficient’s Amazon Connect Team – Jack Sombeck

As a member of the Amazon Web Services Partner Network, Perficient combines cloud expertise with the power of AWS to enable quick access to innovative technologies. Clients can spend more time on their core business competencies and less time worrying about the technology behind it. A product within the Amazon Web Services platform, Amazon Connect […]

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Perficient’s Amazon Connect Team – Alan Ching

As a member of the Amazon Web Services Partner Network, Perficient combines cloud expertise with the power of AWS to enable quick access to innovative technologies. Clients can spend more time on their core business competencies and less time worrying about the technology behind it. A product within the Amazon Web Services platform, Amazon Connect […]

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Perficient’s Amazon Connect Team – Mike Nolan

As a member of the Amazon Web Services Partner Network, Perficient combines cloud expertise with the power of AWS to enable quick access to innovative technologies. This allows our clients to spend more time on their core business competencies and less time worrying about the technology behind it. A product within the Amazon Web Services […]

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FAQs about Amazon Connect in Contact Centers

Migrating or changing any platform to a new type of software comes with its own set of unique challenges and contact centers are no different. Having worked with a number of clients to successfully implement or migrate to Amazon Connect’s cloud-based, pay-as-you-go technology contact center technology, we’re faced with a lot of questions. Here are […]

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Reducing App Development Build Time by 75% with Cloud

The following is the fifth blog in a series about why businesses are moving to the cloud to modernize and improve business performance. Thus far in this series, we’ve examined the state of cloud and how cloud enables innovation, including with a case study in cloud automation, with speed and agility. In this blog, we’ll […]

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AWS Summit 2019 – 4 Popular Topics

The AWS Summit took place in Toronto on Thursday, October 3rd. AWS Summits are generally free to attend and take place in many different cities around the world. Positioned as a learning conference, they’re a fantastic way to connect with other people in the AWS world, learn about upcoming releases, chat with vendors, and more. […]

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Changing Delivery Dates using Amazon Web Services

A common scenario for a customer calling into a call center is for a customer wishing to change their delivery time or date. Using AWS Services, it’s possible to automate this, reducing wait time and the cost of having a person look up dates and relay these to a customer. In this tech tutorial we’ll […]

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Automation with AWS for WordPress, Drupal & Magento Applications

Objective Automatic installation and configuration solutions for WordPress, Drupal, and Magento applications using AWS CloudFormation infrastructure orchestration and content management tools like Puppet, Ansible, or Chef. The infrastructure as code (IaC) solution should follow architecture best practices such as setting up the database in a private segment, secure authentication, and provisioning. It should also have […]

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Key Considerations When Adopting Containers

The following is the fifth blog in a series about software containers and Kubernetes, and their importance in modern application delivery. In this series so far, we have looked at why businesses are turning to containers, their benefits, the importance of container management platforms, and how to choose the container management platform that’s right for […]

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A Short Intro to SSML in Amazon Connect

Introduction to SSML tags – what are they? We’ve all had that experience of phoning into a contact center and hearing a robotic, impersonal voice on the other end. SSML (which stands for ‘synthesized speech mark-up language’) tags can be added into your Amazon Connect Contact flows to customize your speech prompts, adding a more […]

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How to integrate SMS with Amazon Connect

In the past, call centers worked like this: A customer with an issue would phone into a support line, never knowing how long they’d be on hold for. It could take multiple calls to resolve the issue, creating a less-than-ideal experience for the caller. In today’s digital-first world, the traditional call center is undergoing a […]

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Amazon Connect and Salesforce Integration – Latest Updates

One of the benefits of working with Amazon Connect is its ability to integrate with third party platforms, such as Salesforce. The Amazon Connect CTI Adapter is a browser-based Contact Control Panel (CCP) that integrates with the Salesforce CRM. First released in 2017, the adapter enhances the functionality across both platforms, providing a more robust […]

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How to Choose a Container Management Platform

The following is the fourth blog in a series about software containers and Kubernetes, and their importance in modern application delivery. In our last blog in this series, we examined the importance of utiziling a container management platform. In this blog, we’ll go further in depth on the multiple options you have when adopting a […]

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Scaling Your Contact Center for Unexpected Volume

Imagine this: your company launches a sales promotion. Customer contact revs up higher than expected, and the phones are ringing off the hook with customer calls. Your customer care team is working hard to address each call in a timely manner, but volume is too high to efficiently maintain. Most businesses have experienced a situation […]

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Recap: Amazon Connect Immersion Day Event

Last week, our content center team partnered with Amazon Web Services (AWS) to provide a comprehensive Amazon Connect Immersion Day for users in Kansas City. Taking You from “What If” to “What Now” The Amazon Connect Immersion Day events empower organizations to unleash the full potential of their AWS services. The goal of the event […]

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