In today’s markets, generative AI is revolutionizing industries by streamlining content creation, enhancing customer engagement, and driving innovation. Businesses leverage this technology to gain a competitive edge, improve operational efficiency, and deliver personalized experiences. In customer service, generative AI enables chatbots and virtual agents to understand and respond to customer inquiries with high accuracy and […]
Posts Tagged ‘customer care’
5 Tips To Ease the Find Care Experience for Patients and Members
Consumers across every age group expect healthcare digital experiences that match the ease and convenience of making purchases online, reserving a restaurant, booking private accommodations, getting personalized movie recommendations, filing taxes, and even virtually buying a car. However, the consumer-patient journey is far more complex and multifaceted than other everyday consumer experiences. Patients and members need […]
Forecasting, Capacity Planning, and Scheduling Now in Preview for Amazon Connect
Amazon Connect now offers a preview of Forecasting, Capacity Planning, and Scheduling capabilities directly from the Amazon Connect console. This is a significant step forward since Amazon Connect already offers integrations with the leading WFM providers. However, with these out-of-the-box features based on machine learning, Amazon now allows its customers to safely predict their future […]
Enhancing the Twilio Flex Experience with Segment
Customers want to interact with a website that adapts to their needs, and as a result, the key segments of the modern customer digital experience are personalization and convenience. Customers not only expect the ability to make purchases or leave comments, but they also expect those interactions to be saved for the purpose of updated […]
Incoming Call/SMS/Chat Ringer Plugin for Twilio Flex
There are many reasons you might want to play a sound in the Flex UI (User Interface). For example: Ringing to indicate an incoming call task and alert the agent Sound notifications for new chat messages to alert an agent who may be handling multiple chats simultaneously Sound to indicate that participants have joined or […]
Contact Lens for Amazon Connect: Real-Time Use Cases and Rules
In today’s blog post, I will walk you through a way in which Contact Lens can enhance your contact center: Amazon Connect Rules! What Are Amazon Connect Rules? As described in the Amazon Connect administrator guide, Amazon Connect Rules allow you to set up actions that are triggered based on conditions. When used in combination […]
Dive Deep into Different Reporting Options with PACE
Reporting is essential for timely and effective monitoring of contact center performance. Contact center dashboards provide managers, supervisors, and agents a detailed look at the current state of their contact centers. In this blog post, I will talk about the different reporting features that are available within PACE, such as Supervisor Dashboards with pre-configured templates, […]
Amazon Connect integration with Dynamics Channel Integration Framework
Businesses today empower their agents by minimizing the number of separate applications they need and providing them with relevant customer information at their fingertips. One of the most common ways to achieve this is through integrating telephony systems with Customer Relationship Management (CRM) software. In this blog post, I’ll cover the integration between Amazon Connect […]
Configure your Microsoft Teams Integration with Amazon Connect through PACE
Today, many businesses depend on Microsoft Teams for internal communications and Amazon Connect for their contact center, making it challenging for agents to accept queued calls and simultaneously answer internal calls in Teams. Suppose there is no status synchronization between the two solutions. In that case, this behavior could significantly impact several levels, such as […]
Amazon Connect & Okta Single Sign On (SSO)
Okta is a secure, user-friendly, customizable solution for allowing authenticated access to your applications. By choosing Okta, one of the world’s largest authentication services, developers can significantly reduce the overhead involved with application security risks, maintenance, and building a scalable solution from scratch. Choosing Okta as an authenticated platform simply allows users to log in […]
Signal 2021 Day 1: Twilio Engage, Intelligence for Voice, Flex One and more
As expected, there was no shortage of announcements on the first day of Signal, mostly during the keynote. We’ll be able to dig deeper into the details on some of these in breakout sessions, but there is certainly some interesting stuff to talk about. Twilio Engage represents the first over-arching consolidation of services into a […]
Perficient Included in Gartner’s Forecast Analysis: CPaaS, Worldwide, 2021
We are excited to announce our inclusion in Gartner’s Forecast Analysis: CPaaS, Worldwide, 2021, as a top-rated third-party System Integrator (SIs) for Amazon Connect and Twilio. This guide lays out expectations when it comes to CPaaS providers, how CPaaS should be working for your business, and the overall market prospect when it comes to leveraging […]