Posts Tagged ‘Customer Engagement Platform’

Women Sitting In A Call Center

Join Perficient and Twilio Experts as They Discuss Programmable Contact Centers

Perficient’s CES Planning and Contact Center Strategist, Lora-Lee Pond, will be joining Twilio experts Tuesday, June 15 for the second installment of Twilio Talks to discuss Flex as the programmable contact center of the future. Lora-Lee will illustrate, first-hand, the strategy and implementation behind Twilio Flex here at Perficient. Historically contact centers have been served […]

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A Better Experience for End-of-Day Callers in Amazon Connect

In Amazon Connect, a queued call would stay in the queue even when the queue has closed for the day. So, what do you think would happen to your call if you called into the support queue at 4:54 PM and it closes at 5:00 PM? The answer would depend on the contact center’s policies […]

Amazon Web Services - Avoid Contact Center Outages: Plan Your Upgrade to Amazon Connect

An Easier Way to Manage Prompts in Amazon Connect

Imagine you are an Amazon Connect administrator. You’ve been working on a project to deploy over 20 new contact flows that use more than 50 prompts (media that can be used to playback audio to customers or agents in contact flows, such as hold music or greetings) for your Amazon Connect instance. After a long […]

New Amazon Connect Feature: Customer Profiles

Last week, AWS announced the addition of Customer Profiles for Amazon Connect, which allows agents to see the contact history of a customer along with data from external connectors such as Marketo, Salesforce, ServiceNow, and Zendesk at the very beginning of the customer interaction. This empowers agents to have more personalized interactions and increases their […]

Microsoft’s about-face: Sitecore for public-facing internet sites

Earlier today, CMSWire.com published an article written by my colleague, Rich Wood. Rich heads up our modern applications team here at Perficient, and he’s basically a gold mine of information when it comes to enterprise solutions for intranets, extranets, and public internet sites. Thankfully, he likes to share that knowledge with the rest of us […]

Sitecore And Designing The Words

I read a blog post written by Sam Wright titled “Designing The Words: Why Copy Is A Design Issue”. The article touches upon the importance of content and the need for content to be included in the overall design process. Much of the post talks about the importance of writing and copy. What really caught […]