Voice

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 […]

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 […]

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 […]

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 […]

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. […]

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 […]

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 […]

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 […]

“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 […]

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 […]

Can you hear it? Voice is coming. With Google and Amazon both pushing smart home, voice-integrated devices, the growing usage of the Google Assistant and Siri apps, and Facebook developing their own Digital Personal Assistant, it’s hard to see a future where voice isn’t a key tool for user traffic. No integrated analytics tool allows you […]