Bryan Grech

Blogs from this Author

Perficient Launch of Managed Services for Amazon Connect

Since its inception back in March of 2017, Perficient became an early adopter of the Amazon Connect platform. Recognized as an Advanced Consulting Partner within the Amazon Partner Network, our development team of cloud contact center specialists quickly leveraged the power of Amazon Connect to deliver robust contact center solutions resulting in exceptional customer experiences. […]

Coveo for Salesforce Customer Agents

[QUIZ] What Contact Center Support Model Best Fits Your Needs?

In the previous blog posts from this series, I have focused on the support needs, necessary roles, and managed service provider benefits for cloud-based contact center support. I mentioned there are three main support models all organizations will fall into: self-sufficient, hybrid, and outsourced. There are benefits to each model, depending on several factors unique […]

Auto Attendants & Call Queues

6 Reasons to Consider Managed Services for Your Contact Center

Previously, I outlined roles and responsibilities necessary for optimal support of a cloud-based contact center. This blog explores the added benefits many organizations gain when choosing a managed service provider to assist in fulfilling these roles. Upgrading from an on premise solution to a cloud-based contact center comes with a wide range of optimizations. Cloud-based […]

How to Successfully Support Your Cloud-Based Contact Center

Any contact center solution, cloud-based or on premise, requires adequate support to mitigate risk. For continued efficiencies and optimal performance, specific responsibilities need to be fulfilled. Differences in capabilities and care requirements between cloud-based and on premise contact centers cause variation in skill sets needed to fully support each solution. A mistake often made is […]

Supporting Twilio Flex vs. a Traditional Contact Center

The world is transforming communication at a rapid pace. Cloud-based contact center platforms, such as Twilio Flex, are changing the game by giving businesses of any size complete power over their customer interactions. Moving to the cloud allows companies to break free from the limitations of traditional on-premise contact centers including minimal customization options, hardware/infrastructure […]