Posts Tagged ‘customer engagement’

Navigating the complexities of cloud technology requires an exceptional partner. We are thrilled to announce that Perficient has been named a Major Player in the IDC MarketScape: Worldwide Cloud Professional Services 2024 Vendor Assessment (Doc #US51406224, June 2024). What Does This Inclusion Mean for Perficient? “We’re honored to be recognized as a Major Player in […]

What is best for your business?  Contact centers and customer support platforms have historically been managed as part of an organization’s telephony department. As these organizations look to move to an omni-channel cloud-based solution it is important to understand the options available when choosing a path forward. There are three types of solutions,   Commercial off-the-shelf […]

One week ago, Optimizely and Perficient worked together to organize a roadshow event in Atlanta.  It was an afternoon of good information, discussion, and networking.  For those of you who did not get a chance to attend, here is a summary of why these events are so important for the community.  More importantly … why […]

Perficient’s Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. To learn more about PACE, visit our dedicated landing […]

Amazon Connect now out-of-the-box offers cases in preview. With Cases, you can create or update a customer issue like any other ticketing system. Without integration, agents can collect customer information on the interaction and save it on their Agent Desktop. Switching between multiple applications can often lead to incomplete call information and a loss of […]

Perficient’s Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. To learn more about PACE, visit our dedicated landing […]

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 […]

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 […]

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 […]

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, […]

Establishing and executing your customer-first promise can have an extreme impact on the customer experience, retail brand loyalty, and repeat business. However, to remain competitive you must continuously improve productivity, efficiency, and customer satisfaction to achieve long-term goals. Enabling your teams with easy and efficient ways to interact with customers can be expensive. Off-the-shelf solutions […]

Building software tools for contact centers that make complex tasks look effortless is an important focus within Perficient’s Customer Product Development BU. For example, we help agents and customers who speak different languages communicate easily via text. Some companies have customers around the world who speak a wide range of languages while their agents only […]