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Text-Based Channels In Twilio Flex – Routing the Interaction

Let’s explore another consideration for Flex text-based communication channels from my introductory post: Routing the Interaction with Flex. In this post, we’ll look at the second focus area… How does that interaction get routed on the Flex platform so I can get it to the right agent or expert?  Routing the Interaction to Flex Let’s go […]

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Text-Based Channels In Twilio Flex – Customer Engages

As I mentioned in my introductory post, Flex offers a lot of new areas to explore as we think specifically about text-based communication channels. In this post, we’ll look at the first focus area… How does the customer engage in the communication or how does the customer start talking to me? “I Want To Talk […]

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Text-based Channels in Twilio Flex – Some Considerations

A primary selling point of the Twilio Flex platform is support for rich, omni-channel interactions out of the box. Until recently, implementing and supporting multiple channels of customer interaction required using a variety of platforms or approaches. A number of contact center vendors are working on ways to remedy this. However, Flex stands out for […]

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Perficient to Partner with Twilio at Enterprise Connect 2019

In less than a week, more than 6K communications and collaboration professionals will descend on Orlando, Florida to take part in Enterprise Connect 2019. From keynotes and general sessions featuring industry thought leaders to 60-plus conference sessions across nine conference tracks, #EC19 promises a little something for everyone. Enterprise Connect 2019 Conference Tracks With sessions […]

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Perficient Recognized for Twilio Flex Success on Earnings Call

Twilio held their Q4 2018 earnings call earlier this week. No surprise, the company finished their fiscal 2018 on a strong note. Significant revenue gains were propelled by continued growth from both Twilio’s core voice and messaging products, as well as the company’s continued focus on delivering an omni-channel customer engagement platform. Twilio Co-Founder and […]

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Perficient Elevates Twilio to Strategic Partner Status

Perficient is excited to announce that Twilio has been designated a Strategic Partner. This designation comes as our partnership with Twilio continues to strengthen and build momentum. Case in point, following Twilio’s general availability release of Flex in October 2018, excitement for their fully programmable cloud contact center platform has rapidly increased. It’s little wonder, as […]

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Three Keys to Creating a Successful Support Team

When customers have a problem, call center agents are the front line of defense. In addition to using the right technology to enable them for success, make sure you have the right team to start with. Here are three ways you can create a successful support team that will service your customers with grace and […]

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Top 5 Benefits of Twilio Flex Customer Contact Centers

During Twilio’s Signal developer conference in October, the company announced the general availability of Twilio Flex. Flex is the first fully programmable cloud contact center platform. Largely touted as a platform for innovation in customer service, Flex offers total control to change any layer of the contact center stack and deliver it with the speed […]

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Using TypeScript with the Twilio Flex Agent UI Sample

When we first started working with the Flex samples provided by Twilio, the source code was provided in TypeScript. This provided a dev-time programming environment that I tend to prefer, even though I am far from a TypeScript expert. As Flex and the quick-start samples moved toward general availability, Twilio made the choice to switch […]

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Twilio Signal Conference – Day 1 Thoughts and Takeaways

Yesterday kicked off Twilio’s Signal conference and of course the buzz everywhere was about Flex, the contact center application platform that Perficient has been working with for a few months in Dev preview. From what I’m hearing, this is by far the biggest Signal conference ever and there is definitely a lot of energy and […]

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Twilio Announces General Availability of Flex Platform

Kicking off their Signal developer conference taking place in San Francisco this week, Twilio announced today that Twilio Flex, the first fully programmable cloud contact center platform, is now generally available. Since its beta launch in March, excitement around Twilio Flex has been mounting throughout the contact center ecosystem. Considered by many a platform for […]

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What’s In the Latest Twilio Flex Quickstart?

As Twilio Flex nears a general availability (GA) date, the team continues to iterate and fine-tune the Flex Quickstart. The Flex Quickstart provides configuration and code to quickly provision a new Flex project. We’ve been installing various versions of this since the summer. In the 0.12 and 0.13 versions, we’ve seen some interesting changes from […]

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Hands-On With the Twilio Flex Contact Center Platform

Do you ever get that feeling that you are on the cusp of something really cool? Something that could shake things up? That’s how we’ve been feeling after spending some time at Twilio HQ in San Francisco in late June to get up to speed on Flex, Twilio’s new contact center platform. As one of […]

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AWS + Perficient Announce Amazon Connect Boot Camps

Perficient and AWS partner to deliver a fast-paced, stimulating deep-dive into Amazon Connect. Over the course of two days, participants will learn the ins and outs of Amazon Connect and the AWS platform—including how to leverage other AWS services like Lambda, Lex, and DynamoDB to extend functionality beyond that of a traditional contact center and […]

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Join Us for This Month’s Tech Talk: Intro to Amazon Connect

In this Tech Talk, we’ll introduce you to Amazon Connect–a scalable, pay as you go contact center solution that allows for highly customizable, flexible, and simple solutions. We’ll cover the following topics: Amazon Web Services (AWS) Platform overview Amazon Connect overview Basic contact center configuration with Amazon Connect Basic contact flow overview with Amazon Connect […]

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The Limitless Contact Center: Amazon Connect and the AWS Platform

Amazon Connect is my new fascination. Typically, contact center and “fascination” don’t go together, but the Amazon Web Services (AWS) platform makes me feel like a kid in a candy shop. There really aren’t limits on what you can do to customize (and modernize) your contact center. Amazon Connect is only one service out of […]

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Automatic Dynamics 365 Case updates with AWS Pinpoint

In this blog post, we take Dynamics 365 case automation with Amazon Connect to the next level. Using Amazon Connect and AWS services, we enabled callers to simply dial in to check their case status, or open a new case. Now, we allow users to opt-in for an additional service. As soon as their case […]

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Omni-channel Contact Centers: Delightful or Annoying to Users?

The purpose of implementing new technologies in your omni-channel contact center is to delight and better serve customers and create brand loyalty. However, implementing disparate new communication channels more often than not annoys customers, rather than delighting them. Customers will inevitably have problems or questions about your products or services. A product may need to […]

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[Guide] Modernize Your Digital Omni-channel Contact Centers

The marriage of traditional customer communication channels like phone calls and emails with modern, digital channels such as social media, mobile apps, and AI bots has created new opportunities and venues for customers to interact with businesses. This increase in customer touchpoints can lead to more sales and brand loyalty, but it also gives businesses […]

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Clarity Connect: Contact Center for O365 & Skype for Business

Gain all the advantages of a cloud contact center while still leveraging your investment in Office 365 or Skype for Business with Clarity Connect. Clarity Connect was developed exclusively for and is native to Skype for Business. As a result, no additional software clients need to be installed – agents and supervisors can just open […]

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