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Bryan Grech

Blogs from this Author

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Experts on Demand- The Benefits of Resource Augmentation

Being a global digital consultancy with technology specialization in just about any IT vertical, we at Perficient work with some of the world’s largest organizations to help grow their brand and business. In recent years, our client project engagements have seen an influx of requests to fulfill specific subject matter expertise project roles, as opposed […]

Call Center Representative

Twilio Flex Retail Starter Pack

Customer Service reps are often the first line of contact for retail customers seeking assistance. Providing your teams with efficient and user-friendly ways to interact with those in need of support is expensive. Off-the-shelf solutions often provide unwanted functionality and are cost-prohibitive. On the other hand, building custom solutions takes too long and is extremely […]

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Advanced AWS Lex Bots & Pipeline Deployments 

Written by Gerald Frilot    AWS offers many useful services that can be customized to meet our growing demands. In this case, we are going to focus on Amazon S3 and Lex to explain how these AWS services can be configured to manage large amounts of data. We will also describe an advanced approach to […]

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Twilio Managed Services Provider- Understanding the Options and Capabilities 

My prior blog touched on the approach and initial assessment we undergo when onboarding a new client who has faced challenges with independently building, expanding, and/or maintaining their Twilio solution. With Twilio being such a robust limitless platform with full flexibility, optimizing its capabilities and maintaining a rewarding end-user experience rely on many complex applications […]

Twilio Flex Assessment- Time to Optimize 

Building a programmable contact center solution with Twilio Flex provides significant enhancements to the end consumer experience with limitless platform flexibility aimed to influence the desired outcome. With complete control of the customer journey and agent experience, you can connect with customers the way you want and do so across numerous communications channels such as […]

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. […]

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 […]