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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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Six Trends Moving the Needle in Customer Care: IoT

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #2: IoT Proactively Resolves Product and Service Issues What if you could anticipate a service issue? The […]

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Six Trends Moving the Needle in Customer Care: Analytics

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #1: Analytics Help You Anticipate Customer Needs Data and analytics go hand in hand to […]

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Top Technology Trends for Smarter, Strategic Customer Care

Whether its online, in-store, or multichannel, customer experience (CX) is a key differentiator for businesses. Extending beyond the front-end purchase experience, CX encompasses the total journey of a customer’s interactions with your brand. Customer care, how well customers are taken care of while they interact with your brand, is a giant piece of the customer […]

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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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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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Everyone Gets a Pillow and a Blanket

Being a paramedic during the formative years of my working life, I’ve been surprised at how many of the lessons that I learned on the job have translated to the business world.   An encounter with EMS is generally a life-changing one. The actions of the various teammates across agencies can make a profound impression. […]

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Salesforce Service Cloud Features That are Cause for Celebration

It’s a Summer ’18 Release Salesforce Service Cloud Party! The Salesforce Summer ’18 Release is here and it’s time to celebrate the arrival of new Salesforce Service Cloud features! These enhancements will allow you to boost agent productivity and streamline your business. You can lighten your teams workload by building Einstein Bots to deflect routine […]

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How to Create Customer Service in the Cognitive Cloud

Customer service is a default need for any organization that serves a wide base of customers. As customers ourselves, we expect issues to arise from time to time and will look for relevant phone numbers and emails to contact to achieve problem resolution. When deploying your own modern customer service program around your products, it’s […]

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