Posts Tagged ‘Contact Center’

New Amazon Connect Feature: Customer Profiles

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 […]

Coveo for Salesforce Customer Agents

Agent Next Status in Amazon Connect

Agent Next Status is a nifty upcoming feature in Amazon Connect that allows agents to update their status on an active contact and choose their next status. This is an exciting addition since agents at a busy contact center are routed calls and chats back-to-back. They may not always get the opportunity to switch their […]

Not All Texts Are Created Equal

Not All Texts Are Created Equal

Whether you work in big tech or the service industry, you are retired or grudgingly buying your pre-teen their first smartphone, let’s face it, texting has become the most used communication tool in your daily life.  SMS (Short Message Service), aka “Texting”, enables many to skip voice communication altogether and opt for the instant power […]

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Join Us for a Webinar Exploring Ways to Elevate Your Customer Engagement with Amazon Connect

As you navigate the current landscape, providing a personalized and superior customer experience is more important than ever before. Successful leaders recognize that communicating with customers effectively can be the difference between standing out or losing a customer to a competitor – especially now. Join us for a discussion about how cloud-based contact centers can […]

Domo Certify

Perficient’s Amazon Connect Team – LoraLee Pond

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. With the Amazon Connect team, 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 Designers Working In Office On Project Together

Amazon Announces Contact Lens for Amazon Connect

Earlier this week, Amazon announced a new feature for Amazon Connect at the re:Invent conference. Called Contact Lens for Amazon Connect, it offers powerful analytics about contact centers powered by machine learning. It’s currently available in preview and you can sign up on this page for access to that, as it’s possible to get white-listed […]

Perficient Receives AWS Service Delivery Designation

Perficient, an Advanced Consulting Partner in the AWS Partner Network, has earned the AWS Service Delivery designation based on our record of technical proficiency and proven success developing contact center solutions. What is the AWS Service Delivery Program? The AWS Service Delivery Program is a validation program that identifies and endorses APN Partners with customer […]

Amazon Releases Chat for Amazon Connect

Today, Amazon announced its release of chat functionality in Amazon Connect. Supported for both web and mobile, the latest feature extends Amazon’s cloud contact center omnichannel capabilities. This feature allows your customers to start a chat with an agent or Amazon Lex bot, step away from it, and resume it up to 24 hours later. […]

Building a Basic Inbound Contact Center with Amazon Connect

Released in 2017, Amazon Connect makes building a contact center easy and affordable. In this video demo you will learn: What AWS and Amazon Connect are The benefits of using Amazon Connect for your contact center How to set up a basic inbound contact center Watch the video below: For more information on how Perficient […]

Perficient’s Amazon Connect Team – Jack Sombeck

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 […]

Perficient’s Amazon Connect Team – Alan Ching

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 […]

Amazon-Connect-Interview-Perficient

Perficient’s Amazon Connect Team – Mike Nolan

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. This allows our clients to spend more time on their core business competencies and less time worrying about the technology behind it. A product within the Amazon Web Services […]

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