Posts Tagged ‘customer care’

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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 […]

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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 […]

Woman working with code and data

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 […]

161218 Small Business, Working At The Office.

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 […]

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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 […]

Integrating LinkedIn and Marketo

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 keynote

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 […]

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Healthcare Consumer Engagement Post-COVID

On June 22nd, 2021, Perficient’s Director of Healthcare Strategy David Allen joined forces with Susan Collins, Twilio’s Global Head of Healthcare Services, to discuss what they are seeing in the Healthcare and Life Sciences industry, how customer engagement solutions are being utilized to new extents, and what the future holds for digital health as a […]

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Rapid Solutions for Contact Center Challenges in Response to COVID-19

Organizations are encountering unplanned challenges as the COVID-19 pandemic, also known as Coronavirus, continues to spread across the world. The current situation has presented a range of challenges across several industries, especially in terms of customer interactions. Here are some common challenges we have seen during crisis situations. Significant increase in sustained call volume and […]

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