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 […]
How to Integrate AWS Lambda with Amazon API Gateway Using Terraform Code
In the most scenario we integrated AWS Lambda with API Gateway to run our application which are written in Python, Node.js, Go, .NET, Java, Ruby, etc. A Lambda integration traces a path and HTTP method combination to a Lambda function. We can configure the API Gateway to pass the content of the HTTP request as is […]
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, […]
Securing Your Data: Amazon Data Lifecycle Manager
What is Amazon Data Lifecycle Manager? Amazon Data Lifecycle Manager is known for an automated process that creates backups of data stored in the Amazon EBS volume. It secures our important data by scheduling regular backups. It helps to reduce the cost of service by deleting the backups which are outdated. It creates disaster recovery […]
Contact Lens for Amazon Connect: Get a Closer Look at Your Voice Conversations
At Perficient’s Customer Engagement Solutions practice, we have been closely following the launch of Contact Lens for Amazon Connect since it was first announced in December 2019. Contact Lens for Amazon connect is now generally available for your Amazon Connect contact center, and we have had many opportunities to enable this feature for customer implementations. […]
PACE New Features: Inbound & Outbound SMS, Dynamic Agent Experience, 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 […]
Understanding Amazon Web Services (AWS) Glue
Amazon Web Services (AWS) Glue is a fully managed ETL (extract, transform, and load service) that categorizes your data, cleans, enriches it, and moves it reliably between various data stores. These data stores consist of a central metadata repository known as the AWS Glue data catalog, which is an ETL engine that automatically generates Python […]
AWS Database Migration
An Introduction to AWS Database Migration AWS Database Migration Service, or AWS DMS, is a cloud services offering that migrates relational, NoSQL, and several other types of databases. With AWS DMS, customers have the option to fully migrate their data to the cloud or utilize a combination of cloud and on-premises setups. With AWS DMS […]
Perficient MSO Amazon Connect on AWS Marketplace
I am extremely excited to announce that, as of April 2022, Perficient’s Managed Service Offerings for Amazon Connect and PACE (Perficient Amazon Connect Experience) can be found on the AWS Marketplace. AWS Marketplace is a digital catalog where you can find numerous cloud software solutions for your business. PACE, Perficient’s cloud contact center platform built […]
Amazon Connect’s Unified Agent Application
Organizations use different tools to automate and consolidate their IT services, operations, and business management. One popular tool is ServiceNow; however, with the rising trend of empowering employees and taking the customer experience to the next level, it often gets enhanced with Amazon Connect for telephony support. Let’s explore how we have implemented this integration […]
PACE New Features: Microsoft Teams Chatbot, Real-Time Dashboards, 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 […]