The digital world isn’t slowing down, and neither are your customers. They expect fast, around-the-clock support in their language. For global businesses, meeting that demand can be costly. Hiring multilingual agents in every region adds up quickly. That’s why more companies are turning to real-time translation tools. They offer a more scalable, cost-effective way to […]
Ivana Jergovic
Ivana Jergovic is a Lead Product Engineer at Perficient, working in the Managed Services team as part of the Customer Care practice. Based in Toronto, she partners with clients to explore and implement AI-driven solutions for modern contact centers, focusing on improving customer and agent experiences through platforms like Amazon Connect and Twilio.
Blogs from this Author
How to Enable and Create Amazon Connect Cases
Amazon Connect now out-of-the-box offers cases in preview. With Cases, you can create or update a customer issue like any other ticketing system. Without integration, agents can collect customer information on the interaction and save it on their Agent Desktop. Switching between multiple applications can often lead to incomplete call information and a loss of […]
Forecasting, Capacity Planning, and Scheduling Now in Preview for Amazon Connect
Amazon Connect now offers a preview of Forecasting, Capacity Planning, and Scheduling capabilities directly from the Amazon Connect console. This is a significant step forward since Amazon Connect already offers integrations with the leading WFM providers. However, with these out-of-the-box features based on machine learning, Amazon now allows its customers to safely predict their future […]
Dive Deep into Different Reporting Options with PACE
Reporting is essential for timely and effective monitoring of contact center performance. Contact center dashboards provide managers, supervisors, and agents a detailed look at the current state of their contact centers. In this blog post, I will talk about the different reporting features that are available within PACE, such as Supervisor Dashboards with pre-configured templates, […]
Fine Tune & Maintain Your Contact Center with an Amazon Connect Health Check and Managed Services
In the contact center world agents and supervisors need to manage customer complaints, inquiries, orders, technical support, and many other functions. To provide the best customer experience, many contact centers add layers of complexity, including more skills around different tools and technologies. But how effectively do these complex tools do their jobs? And how can […]
Perficient MSO Amazon Connect on AWS Marketplace
I am extremely excited to announce that, as of April 2022, Perficient’s Managed Service Offerings for Amazon Connect and PACE (Perficient Amazon Connect Experience) can be found on the AWS Marketplace. AWS Marketplace is a digital catalog where you can find numerous cloud software solutions for your business. PACE, Perficient’s cloud contact center platform built […]
Configure your Microsoft Teams Integration with Amazon Connect through PACE
Today, many businesses depend on Microsoft Teams for internal communications and Amazon Connect for their contact center, making it challenging for agents to accept queued calls and simultaneously answer internal calls in Teams. Suppose there is no status synchronization between the two solutions. In that case, this behavior could significantly impact several levels, such as […]