Posts Tagged ‘Call Center’

In today’s markets, generative AI is revolutionizing industries by streamlining content creation, enhancing customer engagement, and driving innovation. Businesses leverage this technology to gain a competitive edge, improve operational efficiency, and deliver personalized experiences. In customer service, generative AI enables chatbots and virtual agents to understand and respond to customer inquiries with high accuracy and […]

Where’s my order? What’s my tracking number? How do I order spare parts? When will the service technician arrive? These are all common questions lobbed into customer service centers. Your contact center is a living knowledge base where your agents not only cover common questions, but also provide expert-level answers to the complex questions your […]

Written by Gerald Frilot    AWS offers many useful services that can be customized to meet our growing demands. In this case, we are going to focus on Amazon S3 and Lex to explain how these AWS services can be configured to manage large amounts of data. We will also describe an advanced approach to […]

Building software tools for contact centers that make complex tasks look effortless is an important focus within Perficient’s Customer Product Development BU. For example, we help agents and customers who speak different languages communicate easily via text. Some companies have customers around the world who speak a wide range of languages while their agents only […]

Our life sciences and technology experts recently delivered the webinar, “Improve Medical Product Information Sharing With Virtual Agents,” where they discussed how automation and artificial intelligence can be used to optimize call center operations and improve end-user experiences. Here are five key takeaways: Just because a system is powered by AI doesn’t mean you have […]

Recovery and emerging trends  As organizations begin to think about the recovery phase from the COVID era, businesses that were digitally enabled and able to innovate fared better. Companies that were previously resistant to change were suddenly faced with the choice to accelerate digital innovation or risk their survival. At Twilio’s annual conference Signal 2020, […]

When the COVID-19 pandemic struck, the reality quickly became apparent that many healthcare organizations were ill-equipped to fight the COVID-19 battle. Healthcare has been stretched to new limits in inpatient volume, equipment shortages, and the sheer number of calls, emails, and inquiries coming from the patients/members, media, and government. So what has helped healthcare clients […]

COVID-19 appears certain to be a long-term challenge, with successive, overlapping waves of surge and retreat. Healthcare providers and payors remain immersed in the pandemic. Deaths and hospital admissions are well above normal levels, requiring emergency response measures to manage and care for thousands of patients. Many questions, nuanced by geographic and demographic considerations remain: […]

Across industries, contact centers struggle to maintain pace with concerns, questions, and urgent needs surrounding COVID-19. This reality holds especially true for healthcare payers and providers serving on the front lines, helping to save lives and communicate ever-evolving resources and instructions to the public. Contact centers are especially struggling in the following ways: Heavy call […]

When designing contact centers, some level of overhead should always be built in. It might be supporting a 120% estimated peak for incoming contacts, or the ability to rapidly add on 10–15% more representatives. But, very few organizations have built their contact centers to address the volume they see now from consumers. In this unprecedented […]

As a member of the Amazon Web Services Partner Network, Perficient combines cloud expertise with the power of AWS to enable quick access to innovative technologies. Clients can spend more time on their core business competencies and less time worrying about the technology behind it. A product within the Amazon Web Services platform, Amazon Connect creates powerful customer service […]

Every company wants to create “lifetime” customers, which is the very essence of customer loyalty. Likewise, everyone has opinions on how to create customer loyalty. Including delivering a great customer experience, building a great digital experience, maintaining a loyalty program, providing comprehensive digital self service, and on and on. When you hear about a digital […]