Twilio

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 […]

How to Find Success Navigating Through an Acquisition “If you don’t try new things or change the status quo, you aren’t ever going to grow.”  Growth is something Kim Wilkinson knows a lot about. From growing Perficient’s Twilio practice to growing her own career, she is not short on tenacity or the passion to fuel […]

Twilio is bringing the future of communications to over 20 cities this year with the Twilio Engage Roadshow – and we are proud to sponsor Engage Toronto November 7th! What to Expect from Twilio Engage + Superclass Engage is perfect for developers, product managers, technologists and digital innovators alike to enhance their knowledge and gain […]

In the previous blog posts from this series, I have focused on the support needs, necessary roles, and managed service provider benefits for cloud-based contact center support. I mentioned there are three main support models all organizations will fall into: self-sufficient, hybrid, and outsourced. There are benefits to each model, depending on several factors unique […]

Previously, I outlined roles and responsibilities necessary for optimal support of a cloud-based contact center. This blog explores the added benefits many organizations gain when choosing a managed service provider to assist in fulfilling these roles. Upgrading from an on premise solution to a cloud-based contact center comes with a wide range of optimizations. Cloud-based […]

Any contact center solution, cloud-based or on premise, requires adequate support to mitigate risk. For continued efficiencies and optimal performance, specific responsibilities need to be fulfilled. Differences in capabilities and care requirements between cloud-based and on premise contact centers cause variation in skill sets needed to fully support each solution. A mistake often made is […]

The world is transforming communication at a rapid pace. Cloud-based contact center platforms, such as Twilio Flex, are changing the game by giving businesses of any size complete power over their customer interactions. Moving to the cloud allows companies to break free from the limitations of traditional on-premise contact centers including minimal customization options, hardware/infrastructure […]

I just arrived in San Francisco for the 2019 Twilio Signal conference, where Perficient is a Visionary Sponsor this year. It’s not quite been a year since the last Signal conference. But it’s really been an eventful ride for my team as we’ve been building out our partner practice. Just over a year ago in […]

The third consideration for Flex text-based communication channels from my introductory post is “What type of interaction is it?”. This topic can end up being a bit more philosophical. That being said, it does drive real-world decisions in how you architect your overall Flex approach. But it will likely take a combination of historic understanding […]

If you are headed to sunny San Francisco next week for Twilio Signal 2019, get ready for an action-packed adventure of networking, learning and discussions. As you “explore the intersection of technology, innovation, and communications”, you’ll want to check out Perficient’s Visionary Booth (V1) in the expo hall. Our experts will showcase a custom dashboard […]

Let’s explore another consideration for Flex text-based communication channels from my introductory post: Routing the Interaction with Flex. In this post, we’ll look at the second focus area… How does that interaction get routed on the Flex platform so I can get it to the right agent or expert?  Routing the Interaction to Flex Let’s go […]

As I mentioned in my introductory post, Flex offers a lot of new areas to explore as we think specifically about text-based communication channels. In this post, we’ll look at the first focus area… How does the customer engage in the communication or how does the customer start talking to me? “I Want To Talk […]