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Posts Tagged ‘Amazon Connect’

Highly Configurable vs Highly Customizable Contact Centers

What is best for your business?  Contact centers and customer support platforms have historically been managed as part of an organization’s telephony department. As these organizations look to move to an omni-channel cloud-based solution it is important to understand the options available when choosing a path forward. There are three types of solutions,   Commercial off-the-shelf […]

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3 Key Takeaways from AWS re:Invent 2023

Now that the dust has settled, the team has had the chance to Re:flect on the events and announcements of AWS re:Invent 2023. Dominating the conversation was the advancement and capabilities of Generative AI across several AWS Services, while not losing sight on the importance of application modernization and cloud migration. Perficient walked away with […]

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Generate Flowcharts from Twilio and Amazon Connect Flows

Amazon Connect contact flows and Twilio studio flows are designed to be user-friendly. However, clients often have trouble understanding flows because long widget text is truncated, unessential technical detail is not filtered out, and transition arrows often overlap or are obscured behind widgets. IVR-to-Flowchart Tool The IVR-to-Flowchart tool generates flowcharts to present a high-level overview […]

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Amazon OpenSearch Service 

Amazon Connect offers OpenSearch as a service that can be used in a contact center to build reporting dashboards that supervisors can use to review agent activity and availability, agent performance and status, inbound and outbound calls, SMS, chats, and much more. In this blog, I will walk through how OpenSearch integrates and how it […]

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Amazon Connect and Salesforce: Who Holds the Key?

Service Cloud Voice Permissions and Security Explained If you’re familiar with using Salesforce technologies to track customer data, keep a record of client feedback, and track previous interactions with your client base, then you might also be familiar with a platform called Service Cloud Voice. If not, Service Cloud Voice is a combination of both […]

 Amazon Connect Dynamic Menus from a Document Upload

Our consultant team of Amazon Connect experts worked together to creatively solve an interesting business use case for one of our clients. We were presented with a scenario that required business users to dynamically update their IVR menus, while not being able to directly access the call center system. This business team also needed the […]

Adam Selipsky Keynote, Aws Re:invent 2022, The Venetian, Las Vegas, Tuesday, November 29, 2022

Highlights from AWS CEO Adam Selipsky’s Keynote at re:Invent

To kick off the largest cloud conference of the year, Amazon Web Services (AWS) CEO Adam Selipsky delivered his opening keynote at AWS re:Invent in Las Vegas. Selipsky welcomed 50,000 in-person attendees and 300,000 virtual attendees from around the globe. He encouraged enterprises to move to the cloud, citing the dramatic cost savings it offers, […]

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Service Cloud Voice and Einstein Next Best Action 

The ability to provide exceptional customer experiences when interacting with service agents is already enhanced by natively integrating Salesforce with Amazon Connect in Service Cloud Voice. Why stop there? By Integrating Einstein Next Best Action into the agents’ Voice Call Console, Salesforce uses AI (Artificial Intelligence) to empower agents with the knowledge and automation you […]

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Automate Exporting CloudWatch Logs to S3

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 […]

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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 […]

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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 […]

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