Written by Gerald Frilot. Published by Tony Harper. AWS CloudWatch is a unified monitoring service for AWS services and your cloud applications. Using AWS CloudWatch, you can: monitor your AWS account and resources generate a stream of events trigger alarms and actions for specific conditions manually export CloudWatch log groups to an Amazon […]
PACE New Features: Video and Screen Sharing, New Microsoft Teams Integrations, and More!
Perficient’s Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. To learn more about PACE, visit our dedicated landing […]
How to Enable and Create Amazon Connect Cases
Amazon Connect now out-of-the-box offers cases in preview. With Cases, you can create or update a customer issue like any other ticketing system. Without integration, agents can collect customer information on the interaction and save it on their Agent Desktop. Switching between multiple applications can often lead to incomplete call information and a loss of […]
Forecasting, Capacity Planning, and Scheduling Now in Preview for Amazon Connect
Amazon Connect now offers a preview of Forecasting, Capacity Planning, and Scheduling capabilities directly from the Amazon Connect console. This is a significant step forward since Amazon Connect already offers integrations with the leading WFM providers. However, with these out-of-the-box features based on machine learning, Amazon now allows its customers to safely predict their future […]
PACE New Features: Email Routing, Queue Voicemail, and More!
Perficient’s Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. To learn more about PACE, visit our dedicated landing […]
Contact Lens for Amazon Connect: Real-Time Use Cases and Rules
In today’s blog post, I will walk you through a way in which Contact Lens can enhance your contact center: Amazon Connect Rules! What Are Amazon Connect Rules? As described in the Amazon Connect administrator guide, Amazon Connect Rules allow you to set up actions that are triggered based on conditions. When used in combination […]
Dive Deep into Different Reporting Options with PACE
Reporting is essential for timely and effective monitoring of contact center performance. Contact center dashboards provide managers, supervisors, and agents a detailed look at the current state of their contact centers. In this blog post, I will talk about the different reporting features that are available within PACE, such as Supervisor Dashboards with pre-configured templates, […]
Fine Tune & Maintain Your Contact Center with an Amazon Connect Health Check and Managed Services
In the contact center world agents and supervisors need to manage customer complaints, inquiries, orders, technical support, and many other functions. To provide the best customer experience, many contact centers add layers of complexity, including more skills around different tools and technologies. But how effectively do these complex tools do their jobs? And how can […]
PACE New Features: Queue Live View Dashboard, Customizable Roles and Permissions, and More!
Perficient’s Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. To learn more about PACE, visit our dedicated landing […]
Amazon Connect, Contact Centers, and the Five Pillars of Effective Customer Engagement
We are excited to announce that Perficient and AWS are partnering to offer an insight-filled, interactive workshop on Amazon Connect on May 25th at noon CDT – register here. This virtual workshop will help transform your thinking around designing contact centers that engage customers through the Five Pillars of Effective Customer Engagement: Customer Support, Analytics, […]
How to Embed Amazon Lex into Amazon Connect
Why Use Amazon Lex? Embedding chat bots and virtual assistants into your applications and contact flows has never been more essential to the customer experience than it is today. Amazon Lex is an Amazon Web Service (AWS) product that provides conversational interfaces powered by the same conversational engine, ASR (automatic speech recognition), and NLU (natural […]
Using PACE to Enhance Agent and Self-Servicing Experience
Improving customer experience is a worthwhile goal of every company; however, simultaneously improving both customer and agent experience can be an overwhelming effort. Perficient’s Amazon Connect Experience (PACE) enhances Amazon Connect’s out-of-the-box capabilities by empowering contact center agents to do more and allowing businesses to easily achieve their ideal customer experience. In this blog post, […]