Posts Tagged ‘Contact Center’

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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 […]

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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 […]

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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 […]

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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 […]

Coveo for Salesforce Customer Agents

[QUIZ] What Contact Center Support Model Best Fits Your Needs?

In the previous blog posts from this series, I have focused on the support needs, necessary roles, and managed service provider benefits for cloud-based contact center support. I mentioned there are three main support models all organizations will fall into: self-sufficient, hybrid, and outsourced. There are benefits to each model, depending on several factors unique […]

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6 Reasons to Consider Managed Services for Your Contact Center

Previously, I outlined roles and responsibilities necessary for optimal support of a cloud-based contact center. This blog explores the added benefits many organizations gain when choosing a managed service provider to assist in fulfilling these roles. Upgrading from an on premise solution to a cloud-based contact center comes with a wide range of optimizations. Cloud-based […]

How to Successfully Support Your Cloud-Based Contact Center

Any contact center solution, cloud-based or on premise, requires adequate support to mitigate risk. For continued efficiencies and optimal performance, specific responsibilities need to be fulfilled. Differences in capabilities and care requirements between cloud-based and on premise contact centers cause variation in skill sets needed to fully support each solution. A mistake often made is […]

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