Technical

Companies providing customer care often require multiple supporting IT systems to achieve the high standards they strive for. This implies usage of telephony services, contact center platforms, CRM and WFM solutions, etc. Using 5 – 10 separate solutions to handle a single client interaction may become confusing and time-consuming for agents. How many times a […]

The American Customer Satisfaction Index (ACSI), which measures the satisfaction of consumers with the quality of products and services offered by companies across a variety of industries, released a report that suggests digital transformation is helping financial services companies increase customer satisfaction. The ACSI report, which is based on 17,861 customer surveys collected between October […]

As we all know, Pivotal positions their place in the market as “cloud platform agnostic”. That said, are some cloud partners more equal than others in the world of Pivotal Cloud Foundry (PCF)? To answer that question, one needs to look no further than Google and their Google Cloud Platform (GCP) solution, which Pivotal use […]

Thousands of developers, technologists, and business leaders are in Las Vegas this week for Amazon Re:Invent. Our leadership are on the show floor demonstrating our Amazon Web Services (AWS) competencies and sharing the successes of our customers over the past year. It’s also a big week for AWS as they announce numerous additions to their […]

In the mid-1980’s, a nascent technology was leveraged to invent the World Wide Web. Few could have foreseen the ubiquity of the internet in 2017. Likewise, blockchain is a relatively new technology, and its full potential may not be realized for some years. In the interim, and as further research continues, a number of applications […]

Legacy organizations often have the challenge of integrating systems that they’ve bought into over the years. This was the challenge of a leading construction firm who had a variety of SaaS and on-premises technologies including customer relationship management (CRM) systems and sales platforms. The organization called upon Perficient’s expertise in Dell Boomi, an Integration Platform-as-a-Service […]

In a recent Perficient webinar, Essbase in the Cloud: A Mercer Advisors Success Story, attendees heard first-hand from Douglas Maxwell, Chief Financial Officer at Mercer Advisors about the challenges with the legacy environment as well as the Excel to cloud migration approach and benefits realized. This on-demand event is available now for download, no registration […]

One of Amazon Connect’s strengths is the ability to use Amazon Lambda in contact flows to access other AWS services and external systems. Some common use cases are looking up accounts in an external CRM, storing contact data in Amazon DynamoDB or sending emails using Amazon SES or Amazon SNS. To keep contact flows responsive, […]

Thanksgiving is here again, complete with family, food, and football. With the festive holiday season not far behind, this is the time of year to count blessings and be grateful for all the things that we have. It’s been a great year for innovation trends as well, with organizations finding more ways than ever to […]

When configuring the call center experience administrators should keep in mind that long wait times will invariably lead to dropped calls and frustrated customers. An easy way to make sure your callers don’t have to wait on hold for a long time when no agents are available is to make use of the callback feature. […]

What We’ve All Been Waiting For. Following the team’s Q3 update, it was only a matter of time before they turned on the power for a long awaited piece of functionality. Unfortunately, it’s only rolling out to first release tenants, but that shouldn’t stop people from starting to get their hands on it. After Ankit […]

With AWS Re:Invent on the horizon from November 27 to December 2, we are proud to announce that we have achieved Advanced Tier for our Amazon Web Services partnership. The achievement is a result of our participation in the Amazon Web Services (AWS) Amazon Partner Network Consulting Partner (APN) program, which enables technology consulting firms […]