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Contact Center

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Agentforce Implementation Simplified

AI Isn’t the Future—It’s Already Here Sales, service, and marketing teams face increasing pressure to do more with less, and artificial intelligence is expected to play a pivotal role in meeting that challenge. Yet despite the rapid adoption of generative AI (GenAI), many organizations are struggling to turn that excitement into real business value. According […]

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Redefining CCaaS Solutions Success in the Digital Era

With the advancement of technology, machine learning and AI capabilities in the customer care space, customer expectations are evolving faster than ever before. Customers expect smoother, context-aware, personalized, and generally more effective and faster experiences across channels when contacting a support center.  This calls for a need to revisit and redefine the success metrics for […]

Defining The Issue At Hand

The Three Pillars of Getting Voice AI Right: Data, Design, and Deployment

Customer Contact Week is just around the corner! In preparation, I sat down with our Senior Solutions Architect, Miles Phillips, to dive deeper into the key pillars of Voice AI: Data, Design, and Deployment. Miles provides insights on how businesses can optimize their AI strategies to enhance customer interactions and drive real results. Voice AI […]

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5 Questions to ask CCaaS Vendors as you Plan Your Cloud Migration

Considering migrating your contact center operations to the cloud? Transitioning from a legacy on-premise solution to a Cloud Contact Center as a Service (CCaaS) platform offers significant advantages, including greater flexibility, scalability, improved customer experience, and potential cost savings. However, the success of this transition depends heavily on selecting the right vendor and ensuring alignment […]

Prepare for Contact Center Week with Colleen Eager

With a month to go before Contact Center Week, the largest CCW event to date in Las Vegas, we took a moment to sit down with Colleen Eager, a senior solutions architect to learn how to navigate this conference. She’s here to help you stay focused on what matters most, and understands that it’s easy […]

2025 Globee Awards Gold Winner Excellence

Perficient Wins the Gold: Globee® Customer Excellence Award for Customer Success Story 

We’re proud to share that Perficient has been honored with a Globee® Gold Award for Customer Excellence: Achievement in Customer Success Story, a global recognition celebrating organizations, teams, and individuals who consistently deliver exceptional customer experiences and drive innovation across industries.  This award recognizes our significant success for a multinational manufacturing client.   Across functions and […]

2025 Excellence In Customer Service Award

Perficient Wins Organization of the Year in the 2025 Customer Service Excellence Awards 

In a time of constantly evolving customer expectations, Perficient has established itself as a leader in delivering high-impact customer service solutions to the world’s leading brands. This dedication was recognized by the Business Intelligence Group’s 2025 Excellence in Customer Service Awards, where Perficient proudly claimed the title of Organization of the Year in the Internet […]

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CCaaS Migration Best Practices: Tips for moving your customer care platform to the cloud

Migrating to a cloud-delivered Contact Center as a Service (CCaaS) solution can revolutionize how your organization delivers customer service. However, this transition requires careful planning and execution to avoid disruptions. Assuming you have selected a CCaaS platform that aligns with your organizational needs, the following best practices outline key considerations for a seamless migration. A […]

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Perficient Mentioned in a 2024 Gartner® Report

In today’s markets, generative AI is revolutionizing industries by streamlining content creation, enhancing customer engagement, and driving innovation. Businesses leverage this technology to gain a competitive edge, improve operational efficiency, and deliver personalized experiences. In customer service, generative AI enables chatbots and virtual agents to understand and respond to customer inquiries with high accuracy and […]

Call Center

Turn Your Contact Center Into a Revenue Center

Where’s my order? What’s my tracking number? How do I order spare parts? When will the service technician arrive? These are all common questions lobbed into customer service centers. Your contact center is a living knowledge base where your agents not only cover common questions, but also provide expert-level answers to the complex questions your […]

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Integrating Cypress: A Practical Guide to Streamlining Your Development Process

In the final installment of our series on Cypress, we explore how to integrate this powerful testing tool into your development workflow. By incorporating Cypress into your continuous integration and deployment (CI/CD) processes, you can automate testing, improve code quality, and accelerate deployment cycles. This article provides practical steps and best practices for making Cypress […]

Customer Experience Revolution: Perficient's Twilio Partnership

Customer Experience Revolution: Perficient’s Twilio Partnership

Thinking that we are a company that is in constant growth with talent located around the world, we must seek strategies that allow us to expand all the knowledge we have globally to be able to meet the challenges of the market regardless of our location and thus provide the best customer experience, deliver the […]

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