Ivana Jergovic

Ivana Jergovic is a Technical Account Manager at Customer Engagement Solutions. She is working on AWS and Twilio platforms and is based in the Toronto office.

Blogs from this Author

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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 […]

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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 […]

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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, […]

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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 […]

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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 […]

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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 […]