Posts Tagged ‘customer engagement’

Building the Tower of Babel in Twilio Flex

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 […]

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PACE New Features: Queue Live View Dashboard, Customizable Roles and Permissions, and More!

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 […]

How to Embed Amazon Lex into Amazon Connect

Why Use Amazon Lex? Embedding chat bots and virtual assistants into your applications and contact flows has never been more essential to the customer experience than it is today. Amazon Lex is an Amazon Web Service (AWS) product that provides conversational interfaces powered by the same conversational engine, ASR (automatic speech recognition), and NLU (natural […]

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Using PACE to Enhance Agent and Self-Servicing Experience

Improving customer experience is a worthwhile goal of every company; however, simultaneously improving both customer and agent experience can be an overwhelming effort.  Perficient’s Amazon Connect Experience (PACE) enhances Amazon Connect’s out-of-the-box capabilities by empowering contact center agents to do more and allowing businesses to easily achieve their ideal customer experience. In this blog post, […]

Contact Lens for Amazon Connect: Get a Closer Look at Your Voice Conversations

At Perficient’s Customer Engagement Solutions practice, we have been closely following the launch of Contact Lens for Amazon Connect since it was first announced in December 2019. Contact Lens for Amazon connect is now generally available for your Amazon Connect contact center, and we have had many opportunities to enable this feature for customer implementations. […]

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PACE New Features: Inbound & Outbound SMS, Dynamic Agent Experience, and More!

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 […]

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Perficient Releases Help Desk Starter Pack for Twilio Flex

Help desks are often the first point of contact for both customers and employees seeking support, a solution to a problem, workflow guidance, and more. Providing your teams with efficient and user-friendly ways to interact with those in need of support is expensive. Off-the-shelf solutions often provide unwanted functionality and are cost-prohibitive. On the other […]

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Amazon Connect’s Unified Agent Application

Organizations use different tools to automate and consolidate their IT services, operations, and business management. One popular tool is ServiceNow; however, with the rising trend of empowering employees and taking the customer experience to the next level, it often gets enhanced with Amazon Connect for telephony support. Let’s explore how we have implemented this integration […]

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PACE New Features: Microsoft Teams Chatbot, Real-Time Dashboards, and More!

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 […]

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Adaptive, Reliable Consulting for Amazon Connect Implementations

Perficient’s Delivery Teams use adaptive and responsive consulting to help our clients disrupt the contact center market with Amazon Web Services (AWS) and Amazon Connect. Our company understands that all clients are unique, and each requires a tailored execution path to achieve the best results. In this article, I will focus on two projects that […]

PACE New Features: Facebook and Instagram Messaging, Customizable Dashboards, and More!

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 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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