Twilio

The 2024 InsureTech Connect (ITC) conference was truly exhilarating, with key takeaways impacting the insurance industry. Each year, it continues to improve, offering more relevant content, valuable industry connections, and opportunities to delve into emerging technologies. This year’s event was no exception, showcasing the importance of personalization to the customer, tech-driven relationship management, and AI-driven […]

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 […]

What is best for your business?  Contact centers and customer support platforms have historically been managed as part of an organization’s telephony department. As these organizations look to move to an omni-channel cloud-based solution it is important to understand the options available when choosing a path forward. There are three types of solutions,   Commercial off-the-shelf […]

Contributors: Bill Dry, Gopal Kuppuswamy Why is Personalization Important? Congratulations on your decision to personalize the service and support interactions you have with your customers.  Customers expect it, and there are measurable benefits.  Also, many studies support your decision to personalize including these: Sailthru’s 2022 Retail Personalization Index reports that 71% of customers believe personalization […]

Being a global digital consultancy with technology specialization in just about any IT vertical, we at Perficient work with some of the world’s largest organizations to help grow their brand and business. In recent years, our client project engagements have seen an influx of requests to fulfill specific subject matter expertise project roles, as opposed […]

Amazon Connect contact flows and Twilio studio flows are designed to be user-friendly. However, clients often have trouble understanding flows because long widget text is truncated, unessential technical detail is not filtered out, and transition arrows often overlap or are obscured behind widgets. IVR-to-Flowchart Tool The IVR-to-Flowchart tool generates flowcharts to present a high-level overview […]

In this article, we’re going to explore how to deploy an AWS serverless infrastructure capable of storing and releasing data through typical actions (transcription, call recording, sending SMS through messaging services, etc.) taken in Twilio.    Twilio’s Role in AWS  Twilio, in a nutshell, provides a solution for contact centers that need to leverage caller […]

Customer Service reps are often the first line of contact for retail customers seeking assistance. Providing your teams with efficient and user-friendly ways to interact with those in need of support is expensive. Off-the-shelf solutions often provide unwanted functionality and are cost-prohibitive. On the other hand, building custom solutions takes too long and is extremely […]

My prior blog touched on the approach and initial assessment we undergo when onboarding a new client who has faced challenges with independently building, expanding, and/or maintaining their Twilio solution. With Twilio being such a robust limitless platform with full flexibility, optimizing its capabilities and maintaining a rewarding end-user experience rely on many complex applications […]

Building a programmable contact center solution with Twilio Flex provides significant enhancements to the end consumer experience with limitless platform flexibility aimed to influence the desired outcome. With complete control of the customer journey and agent experience, you can connect with customers the way you want and do so across numerous communications channels such as […]

Meet Toni Milushev, Director of Product Engineering Perficient is committed to Growth for Everyone, and colleague Toni Milushev is a great example of how we’re helping our people grow professionally. He takes the initiative to go above and beyond his role and is quick to lend a helping hand to assist those around him in […]

Customers want to interact with a website that adapts to their needs, and as a result, the key segments of the modern customer digital experience are personalization and convenience. Customers not only expect the ability to make purchases or leave comments, but they also expect those interactions to be saved for the purpose of updated […]