Matija Vrzan

Matija is a Delivery Director at Customer Engagement Solutions, focusing on Amazon Connect implementations and contact center migrations. His background spans 8 years, including Microsoft system administration, unified communications, Lync/Skype for Business telephony, DevOps, Azure, AWS, Twilio Flex, Agile delivery, and a little bit of everything else.

Blogs from this Author

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Using PACE to Enhance Agent and Self-Servicing Experience

Improving customer experience is a worthwhile goal of every company; however, simultaneously improving both customer and agent experience can be an overwhelming effort.  Perficient’s Amazon Connect Experience (PACE) enhances Amazon Connect’s out-of-the-box capabilities by empowering contact center agents to do more and allowing businesses to easily achieve their ideal customer experience. In this blog post, […]

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Amazon Connect’s Unified Agent Application

Organizations use different tools to automate and consolidate their IT services, operations, and business management. One popular tool is ServiceNow; however, with the rising trend of empowering employees and taking the customer experience to the next level, it often gets enhanced with Amazon Connect for telephony support. Let’s explore how we have implemented this integration […]

Amazon Connect integration with Dynamics Channel Integration Framework

Businesses today empower their agents by minimizing the number of separate applications they need and providing them with relevant customer information at their fingertips. One of the most common ways to achieve this is through integrating telephony systems with Customer Relationship Management (CRM) software. In this blog post, I’ll cover the integration between Amazon Connect […]

Amazon Connect Health Check

Contact Centers are a critical component of every business as it is an entry point for its customers and a pivotal factor in creating a public image. Having a poor and frustrating customer experience can not only turn away existing customers but prevent future growth. The Amazon Connect Health Check can help with identifying subpar […]

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Why Amazon Connect for Service Cloud Voice

In my previous blog, An Introduction to Service Cloud Voice, I provided a high-level overview of Service Cloud Voice and some key benefits a part of this offering. In this post, I will cover why Amazon Connect is the best option for Service Cloud Voice telephony and what some of the advantages and capabilties of […]

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An Introduction to Service Cloud Voice with Amazon Connect

A New Solution for the Contact Center Pre-integrated with Amazon Connect, Powered by Salesforce Service Cloud Voice seamlessly enhances your Salesforce Service Cloud investment with telephony. By bringing together voice communications, digital channels, and CRM data, you equip your agents with smart and streamlined service to provide your customers with a great phone experience from […]