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 […]
A Better Experience for End-of-Day Callers in Amazon Connect
In Amazon Connect, a queued call would stay in the queue even when the queue has closed for the day. So, what do you think would happen to your call if you called into the support queue at 4:54 PM and it closes at 5:00 PM? The answer would depend on the contact center’s policies […]
An Easier Way to Manage Prompts in Amazon Connect
Imagine you are an Amazon Connect administrator. You’ve been working on a project to deploy over 20 new contact flows that use more than 50 prompts (media that can be used to playback audio to customers or agents in contact flows, such as hold music or greetings) for your Amazon Connect instance. After a long […]
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 […]
New Amazon Connect Feature: Customer Profiles
Last week, AWS announced the addition of Customer Profiles for Amazon Connect, which allows agents to see the contact history of a customer along with data from external connectors such as Marketo, Salesforce, ServiceNow, and Zendesk at the very beginning of the customer interaction. This empowers agents to have more personalized interactions and increases their […]
Agent Next Status in Amazon Connect
Agent Next Status is a nifty upcoming feature in Amazon Connect that allows agents to update their status on an active contact and choose their next status. This is an exciting addition since agents at a busy contact center are routed calls and chats back-to-back. They may not always get the opportunity to switch their […]
Evolving Traditional Technologies Toward CX
Contact Centers are a traditional aspect of companies and historically where and how those companies seek to interact with their customers. For years the chief expectation for these interactions was primarily via the phone or voice channel. Though as consumers embraced the internet and mobility, newer channels emerged. As this continued, along with businesses’ desires […]
Join Us for a Webinar Exploring Ways to Elevate Your Customer Engagement with Amazon Connect
As you navigate the current landscape, providing a personalized and superior customer experience is more important than ever before. Successful leaders recognize that communicating with customers effectively can be the difference between standing out or losing a customer to a competitor – especially now. Join us for a discussion about how cloud-based contact centers can […]
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 […]
Using SMS with Amazon Connect Chat
Perficient recently concluded a 3-day hackathon to create contact center solutions addressing the COVID-19 (Coronavirus) crisis. Utilizing Amazon Connect Chat, my team and I implemented a solution for SMS deflection. We addressed the following scenario: Customer calls into a call center with high demand. Customer is prompted that his wait time is greater than 2 […]
Day 3 Update: Internal Hackathon Focused on Creating COVID-19 Response Solutions
On Monday, our Customer Engagement Solutions team kicked off an internal Hackathon focused on creating COVID-19 response solutions using the Amazon Connect and Twilio Flex cloud contact center platforms. Yesterday, we checked in on each team’s progress. The five teams are close to wrapping up their work so they can demo their solutions tomorrow and […]
Day 2 Update: Internal Hackathon Focused on Creating COVID-19 Response Solutions
Yesterday, our Customer Engagement Solutions team started an internal Hackathon focused on creating COVID-19 response solutions. The challenge aims to address the current pandemic by building solutions on Amazon Connect and Twilio Flex—both cloud contact center platforms. Solutions range from handling businesses’ increasingly high call volumes during the crisis to integrating customer care with telehealth […]