Service Agent

An Introduction to Service Cloud Voice with Amazon Connect

A New Solution for the Contact Center Pre-integrated with Amazon Connect, Powered by Salesforce Service Cloud Voice seamlessly enhances your Salesforce Service Cloud investment with telephony. By bringing together voice communications, digital channels, and CRM data, you equip your agents with smart and streamlined service to provide your customers with a great phone experience from […]

Patterns of Customer Experience

This is the first in a series of posts around patterns in customer experience as it pertains to omnichannel customer service. Background My wife and I are currently in the midst of a move to a smaller house that is more accessible. We are starting with a somewhat open slate and using an architect to […]

Direct Inward Dialing (DID) for Internal Agent Transfer with Amazon Connect

Agents often receive calls that they would like to transfer to another agent or consult with a supervisor. Agents also want to connect and talk to other agents directly without an active call. In some cases, customers might want to speak directly to a specific agent. These services can be made available if each agent […]

Kari’s Law and RAY BAUM’S Act: Why you should care

If you’re part of an organization, there is a very good chance that you have some type of phone system that you use on a daily basis. However, you may not know that there are certain rules/regulations that must be accounted for so you can remain compliant with FCC regulations. Recently the FCC (Federal Communications […]

Why You Need To Care About Voice As An Input Medium

Why You Need to Care about Voice as an Input Medium – Here’s Why #244

Search industry has been talking about the hype of voice search for years. But what actually is the reality of voice usage today? In this episode of the award-winning  Here’s Why digital marketing video series, Eric Enge reveals some insights from our fourth annual survey of voice usage and predicts when the voice revolution will actually […]

Woman Talking to a Phone

Mobile Voice Usage Trends in 2020

Perficient Launch of Managed Services for Amazon Connect

Since its inception back in March of 2017, Perficient became an early adopter of the Amazon Connect platform. Recognized as an Advanced Consulting Partner within the Amazon Partner Network, our development team of cloud contact center specialists quickly leveraged the power of Amazon Connect to deliver robust contact center solutions resulting in exceptional customer experiences. […]

Amazon Web Services - Avoid Contact Center Outages: Plan Your Upgrade to Amazon Connect

Amazon Connect: IVR Prompts Management [Demo]

This week, Perficient’s Customer Engagement Solutions team launched a preview of a product that extends native Amazon Connect capabilities. After working with many customers in migrating contact centers to Amazon Connect, our team wanted to create a solution that assists in managing custom-developed modules from a unified web-based interface. Administrative Tool Features The Administrative tool […]

Eric Enge on Why Voice Search May Not Be As Big As You Think It Is

Why Voice Search May Not Be As Big As You Think It Is – Here’s Why  #241

Google I/O has claimed that in the U.S. on mobile apps and Android, one in five queries, or 20% of our queries, are voice queries. Amazon has sold over 100 million devices with Alexa built-in. Is voice search really dominating the search industry? In this episode of the award-winning Here’s Why digital marketing video series, Eric Enge […]

Voice in 2020 – Continued Growth, but Not the Way You Might Think

We’ve had a lot of conversations about mobile trends for 2020 and while there is no longer debate on whether mobile has arrived, I believe voice and “Zero UI” applications will continue to grow in usage and adoption in 2020, but not in the way you might think. All signs point to voice continuing to […]

Eric Enge and Tristan Smith on Why Voice Apps Can Drive Your Business

Why Voice Apps Can Drive Your Business – Here’s Why #230

“Ok! Google” or “Alexa!” are not just voice commands. They can also drive your business. In this episode of the award-winning Here’s Why digital marketing video series, Eric Enge and Tristan Smith explain why Voice Apps, like Google Actions or Alexa Skills, can drive your business.  Don’t miss a single episode of Here’s Why. Click the […]

Leaving Store

Essentials for Your Digital Strategy: Zero UI

Delivering seamless, consistent, and engaging experiences starts with a customer-centered digital strategy. This ongoing series explores the characteristics that make up a great digital strategy and how to deliver powerful brand moments that solidify customer loyalty and drive differentiation for your organization. Technology is infused in every part of our lives and is only becoming […]

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