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Amazon Connect and Salesforce Integration – Latest Updates

One of the benefits of working with Amazon Connect is its ability to integrate with third party platforms, such as Salesforce. The Amazon Connect CTI Adapter is a browser-based Contact Control Panel (CCP) that integrates with the Salesforce CRM. First released in 2017, the adapter enhances the functionality across both platforms, providing a more robust […]

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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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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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It’s Customer Service Season: Give Your All

This is the season when customer service departments experience a high volume of inquiries. It’s especially true in retail with the holiday shopping season, but B2B is also busy with end of year goals to achieve. We’re all exposed to customer service this time of year, as consumers, providers or both. What makes a good […]

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Why Attend ICMI’s 10th Annual Contact Center Exhibition (ACCE)?

Part of the fun of owning Service Cloud Strategy at Perficient is getting to participate in industry events and conferences. We like to stay on top of innovative trends in the industry at large, not just the Salesforce ecosystem, because it’s critical to the success of our clients. Learning and sharing are part of our […]

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