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 […]
Posts Tagged ‘Contact Center’
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]