Amazon Web Services

On Monday, our Customer Engagement Solutions team kicked off an internal Hackathon focused on creating COVID-19 response solutions using the Amazon Connect and Twilio Flex cloud contact center platforms. Yesterday, we checked in on each team’s progress. The five teams are close to wrapping up their work so they can demo their solutions tomorrow and […]

Yesterday, our Customer Engagement Solutions team started an internal Hackathon focused on creating COVID-19 response solutions. The challenge aims to address the current pandemic by building solutions on Amazon Connect and Twilio Flex—both cloud contact center platforms. Solutions range from handling businesses’ increasingly high call volumes during the crisis to integrating customer care with telehealth […]

This week, Perficient’s Customer Engagement Solutions team launched an internal Hackathon focused on creating COVID-19 response solutions. After seeing the immense pressure the COVID-19 pandemic has placed on healthcare systems, essential retail infrastructure, and on many organizations’ customer service operations, our team wanted to work on something that would meaningfully contribute to the crisis. Hackathon […]

Organizations are encountering unplanned challenges as the COVID-19 pandemic, also known as Coronavirus, continues to spread across the world. The current situation has presented a range of challenges across several industries, especially in terms of customer interactions. Here are some common challenges we have seen during crisis situations. Significant increase in sustained call volume and […]

Nowadays, many companies are migrating their data to a cloud storage solution rather than on a physical server. Utilizing the cloud has been an increasingly popular solution over the past few years. The advantages of using cloud storage over physical storage include cost-effectivity, always-on availability, increased security, increased mobility, and more. One popular cloud solution […]

As a member of the Amazon Web Services Partner Network, Perficient combines cloud expertise with the power of AWS to enable quick access to innovative technologies. With the Amazon Connect team, clients can spend more time on their core business competencies and less time worrying about the technology behind it. A product within the Amazon […]

As a member of the Amazon Web Services Partner Network, Perficient combines cloud expertise with the power of AWS to enable quick access to innovative technologies. Clients can spend more time on their core business competencies and less time worrying about the technology behind it. A product within the Amazon Web Services platform, Amazon Connect […]

After the release of Amazon Connect’s chat functionality, we wrote about using it to create your own customized chat experience. The video demo below demonstrates the customized CCP in action. You’ll see how you can use Amazon Connect chat to: Predict what an agent might say based on conversation context Surface back-end information to the […]

This week, technology leaders from our Customer Care practice attended Amazon’s annual re:Invent conference in Las Vegas. This conference always promises powerful developments and 2019 certainly did not disappoint. AWS announced several plans to release new tools and implement upgrades to existing products to inspire innovation and transform customer experience in 2020. Liz Stuart, Alliances […]

Earlier this week, Amazon announced a new feature for Amazon Connect at the re:Invent conference. Called Contact Lens for Amazon Connect, it offers powerful analytics about contact centers powered by machine learning. It’s currently available in preview and you can sign up on this page for access to that, as it’s possible to get white-listed […]

Amazon Connect now supports asynchronous chat! Customers can chat from a website, mobile app, SMS, or a variety of messaging services. All you need is to do is build the integration. In this blog, we will cover how such an integration is built. We will focus on a common use case: a chat widget embedded […]

Amazon announced its release of chat functionality in Amazon Connect in November 2019. At Perficient, we’ve reviewed the new Chat capabilities to help you adopt Chat functionality. Check out our Chat blog post series: Create a simple Amazon Connect chat flow Demystify the Amazon Connect chat “Disconnect flow” Routing profile changes with Chat Streams API […]