Posts Tagged ‘amazon’

As one of nine launch partners for Red Hat OpenShift Service on AWS (ROSA), Perficient developed a Kubernetes-based accelerator to take clients’ applications to production on OpenShift in just a few hours. In a recent webinar, our technology expert demonstrated the ins and outs of the accelerator and showed attendees: How to launch a ROSA […]

In my previous blog, An Introduction to Service Cloud Voice, I provided a high-level overview of Service Cloud Voice and some key benefits a part of this offering. In this post, I will cover why Amazon Connect is the best option for Service Cloud Voice telephony and what some of the advantages and capabilties of […]

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 […]

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 […]

The document debacle Companies continue to fight the battle of the age-old problem: paper documents. Adapting to document modernization to expand the ability to search, catalog and protect HIPAA\PII data is paramount. Perficient continues to help businesses speed up the time it takes to digitize documents for further integration in other sectors. In this article, […]

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 […]

The following is the first in a series of blogs about how deploying Red Hat OpenShift on Amazon Web Services cloud platform can transform your business. In this first blog, we’re going to break down the benefits OpenShift on AWS has to offer. To optimize performance, enterprises need robust cloud solutions that cater to their […]

Building customer satisfaction is crucial to winning satisfied, loyal, long-term customers. Customers appreciate when merchants remember them by name, or make recommendations based on their interests and past interactions. This gets tricky in eCommerce. People will “window shop” or browse leisurely for an hour in a store, but online customers who know exactly what they’re […]

Last week, our content center team partnered with Amazon Web Services (AWS) to provide a comprehensive Amazon Connect Immersion Day for users in Kansas City. Taking You from “What If” to “What Now” The Amazon Connect Immersion Day events empower organizations to unleash the full potential of their AWS services. The goal of the event […]

We’ve previously detailed the steps necessary to build a holiday calendar  and looked at how we can easily upload all your holidays at once. However, so far we’ve only worked with JSON, which is an easy to understand format for Node.js, but not necessarily the most intuitive for a human reader. To avoid making mistakes […]

We’ve looked before at the steps necessary to build a holiday calendar in DynamoDB. One of the advantages of keeping all your closure times tracked in a database is that you can easily update when the call center should be available, modify the closure reasons or add a new holiday with minimum effort and no […]

Amazon is continuing to release new features for Amazon Connect at a rapid clip. In this blog post I will take a deeper look at a new change to the contact flow configuration page that can make integrating with Lambda significantly easier. I will also detail some of the downsides you should be aware of […]