In the contact center world agents and supervisors need to manage customer complaints, inquiries, orders, technical support, and many other functions. To provide the best customer experience, many contact centers add layers of complexity, including more skills around different tools and technologies. But how effectively do these complex tools do their jobs? And how can […]
Amazon Web Services
Monitor Workflow with Apache Airflow
Apache Airflow is an open-source tool to programmatically author, schedule, and monitor workflows. It is one of the most robust platforms used by Data Engineers for orchestrating workflows or pipelines. You can easily visualize your data pipelines’ dependencies, progress, logs, code, trigger tasks, and success status. With the help of Apache Airflow and Python we […]
Integrating Terraform with Jenkins (CI/CD)
Automated Infrastructure (AWS) Setup Using Terraform and Jenkins (Launch EC2 and VPC) In this blog we will discuss how to execute the Terraform code using Jenkins and set up AWS infrastructure such as EC2 and VPC. For those of you are unfamiliar with Jenkins, it is an open-source continuous integration and continuous development automation tool […]
PACE New Features: Queue Live View Dashboard, Customizable Roles and Permissions, and More!
Perficient’s Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. To learn more about PACE, visit our dedicated landing […]
An Introduction to AWS Athena
AWS Athena is an interactive query service offered by Amazon that makes it easy to examine the data directly in Amazon S3 using standard SQL. Athena is serverless, so there is no infrastructure to manage, and we pay only for the queries which we run. Athena is easy to use. It simply points the data […]
Getting Started with Matillion ETL Tool
In this article, I will show you how you can set up your own Matillion instance, but before we get started let’s talk about the Matillion ETL tool. What is Matillion, and why should you care? Matillion is an ETL tool that is available on the Cloud Marketplace. It is completely cloud-based, billed at an […]
Amazon Connect, Contact Centers, and the Five Pillars of Effective Customer Engagement
We are excited to announce that Perficient and AWS are partnering to offer an insight-filled, interactive workshop on Amazon Connect on May 25th at noon CDT – register here. This virtual workshop will help transform your thinking around designing contact centers that engage customers through the Five Pillars of Effective Customer Engagement: Customer Support, Analytics, […]
How to Embed Amazon Lex into Amazon Connect
Why Use Amazon Lex? Embedding chat bots and virtual assistants into your applications and contact flows has never been more essential to the customer experience than it is today. Amazon Lex is an Amazon Web Service (AWS) product that provides conversational interfaces powered by the same conversational engine, ASR (automatic speech recognition), and NLU (natural […]
How to Integrate AWS Lambda with Amazon API Gateway Using Terraform Code
In the most scenario we integrated AWS Lambda with API Gateway to run our application which are written in Python, Node.js, Go, .NET, Java, Ruby, etc. A Lambda integration traces a path and HTTP method combination to a Lambda function. We can configure the API Gateway to pass the content of the HTTP request as is […]
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, […]
Securing Your Data: Amazon Data Lifecycle Manager
What is Amazon Data Lifecycle Manager? Amazon Data Lifecycle Manager is known for an automated process that creates backups of data stored in the Amazon EBS volume. It secures our important data by scheduling regular backups. It helps to reduce the cost of service by deleting the backups which are outdated. It creates disaster recovery […]
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. […]