Amazon Web Services

Enhanced CCP on Amazon Connect Chat- Video

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 […]

Recapping Amazon Web Services re:Invent 2019

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 […]

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Amazon Announces Contact Lens for Amazon Connect

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 Chat: Creating Your Own Customer Chat Experience

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 Connect Chat: Real-Time Metrics

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 […]

Perficient Receives AWS Service Delivery Designation

Perficient, an Advanced Consulting Partner in the AWS Partner Network, has earned the AWS Service Delivery designation based on our record of technical proficiency and proven success developing contact center solutions. What is the AWS Service Delivery Program? The AWS Service Delivery Program is a validation program that identifies and endorses APN Partners with customer […]

What’s New with Streams API v1.4

With the release of the new chat functionality in Amazon Connect, the Amazon Connect Streams API also got an update. This update provides easy access to chat interactions by supplying new action methods and event handlers.    Media Controller API for Chat Media Controller is an API that allows for simple chat interactions such as […]

Auto Attendants & Call Queues

Amazon Connect Chat: Routing Profile Changes

Intro This week Amazon announced its release of chat functionality in Amazon Connect. Amazon Connect now natively offers omnichannel capabilities – you can offer customer service through multiple channels of communication including voice, web and mobile chat. At Perficient, we’ve reviewed the new capabilities and prepared a series of blog posts to help you adopt […]

Amazon Connect Chat: Disconnect Flow Demystified

Intro This week, Amazon released Chat for Amazon Connect. It’s very exciting to see Amazon Connect now natively supports omnichannel capabilities. Our team was thrilled to try out the new functionality and are we happy to share it with you! We’ve created a series of blog posts to help you adopt chat: Create a simple […]

Inbound Chat

Building a Basic Inbound Chat Flow in Amazon Connect

Yesterday, Amazon announced their newest feature: web and mobile chat for Amazon Connect. This functionality allows your customers to start a chat with an agent or Amazon Lex bot, step away from it, and resume it up to 24 hours later. It’s an asynchronous interaction and your customers can even switch devices and continue the […]

Amazon Releases Chat for Amazon Connect

Today, Amazon announced its release of chat functionality in Amazon Connect. Supported for both web and mobile, the latest feature extends Amazon’s cloud contact center omnichannel capabilities. This feature allows your customers to start a chat with an agent or Amazon Lex bot, step away from it, and resume it up to 24 hours later. […]

finding a culture fit at work

Perficient’s Amazon Connect Team – Ben Yoo

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 creates powerful customer service […]

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