In today’s blog post, I will walk you through a way in which Contact Lens can enhance your contact center: Amazon Connect Rules! What Are Amazon Connect Rules? As described in the Amazon Connect administrator guide, Amazon Connect Rules allow you to set up actions that are triggered based on conditions. When used in combination […]
Umair AbdulQadir
Umair Abdul Qadir is a technical consultant and team leader who is focused on Cloud Contact Centers powered by AWS Amazon Connect and Twilio Flex.
Blogs from this Author
Contact Lens for Amazon Connect: Get a Closer Look at Your Voice Conversations
At Perficient’s Customer Engagement Solutions practice, we have been closely following the launch of Contact Lens for Amazon Connect since it was first announced in December 2019. Contact Lens for Amazon connect is now generally available for your Amazon Connect contact center, and we have had many opportunities to enable this feature for customer implementations. […]
Join Us for an Amazon Connect Advanced Workshop on January 27!
We are excited to announce that Perficient and AWS are partnering to offer an insight-filled, interactive workshop on Amazon Connect. This workshop will explore best practices around contact flows, as well as guide you through using Amazon Lex and Contact Lens for Amazon Connect. Click here to register for the workshop! In this four-hour accelerated […]
Flexible Email Integrations with Perficient’s Email Connector for Twilio Flex
Twilio Flex, Twilio’s cloud-based contact center platform, offers the ability to create a truly omnichannel customer service experience. In addition to voice-based tasks, messaging channels such as SMS, live web chat, and WhatsApp can be easily integrated into the same Twilio Flex environment. Although email is not a native digital channel in Twilio Flex, our team of […]
Accelerate Your Contact Center Migration With the Perficient Starter Pack for Twilio Flex
One of the key advantages of Twilio Flex, Twilio’s cloud-based contact center platform, is that it is highly customizable. Organizations have a high degree of control over the customer, agent, and supervisor experiences. Many customers want to accelerate migration of their contact center operations to Twilio Flex with a robust suite of features. This is particularly […]
A Fully SMS-Based Curbside Pickup Solution
In our previous posts, we discussed the increasing popularity of curbside pickup and click and collect as a retail channel and demoed a pickup solution powered by Twilio Flex, Twilio’s cloud-based contact center platform. Twilio’s powerful platform can also be used to create a curbside pickup operation where customers, workers, and supervisors all interact via […]
Curbside Pickup – Solution Using Twilio Flex and Programmable SMS
In our last post, we talked about how curbside pickup or “click and collect” is expected to remain a popular channel for retailers to connect with their customers in a post-COVID-19 environment. Using SMS and Twilio Flex, Twilio’s contact center platform, retailers can quickly adapt to the increasing demand for contactless store pickups. We have […]