Intro This week, Amazon released Chat for Amazon Connect. It’s very exciting to see Amazon Connect now natively supports omnichannel capabilities. Our team was thrilled to try out the new functionality and are we happy to share it with you! We’ve created a series of blog posts to help you adopt chat: Create a simple […]
Posts Tagged ‘Omni-channel contact center’
Twilio Flex Powered by Perficient will be the Buzz at Signal 2019
If you are headed to sunny San Francisco next week for Twilio Signal 2019, get ready for an action-packed adventure of networking, learning and discussions. As you “explore the intersection of technology, innovation, and communications”, you’ll want to check out Perficient’s Visionary Booth (V1) in the expo hall. Our experts will showcase a custom dashboard […]
Text-Based Channels In Twilio Flex – Customer Engages
As I mentioned in my introductory post, Flex offers a lot of new areas to explore as we think specifically about text-based communication channels. In this post, we’ll look at the first focus area… How does the customer engage in the communication or how does the customer start talking to me? “I Want To Talk […]
Text-based Channels in Twilio Flex – Some Considerations
A primary selling point of the Twilio Flex platform is support for rich, omni-channel interactions out of the box. Until recently, implementing and supporting multiple channels of customer interaction required using a variety of platforms or approaches. A number of contact center vendors are working on ways to remedy this. However, Flex stands out for […]
Perficient to Partner with Twilio at Enterprise Connect 2019
In less than a week, more than 6K communications and collaboration professionals will descend on Orlando, Florida to take part in Enterprise Connect 2019. From keynotes and general sessions featuring industry thought leaders to 60-plus conference sessions across nine conference tracks, #EC19 promises a little something for everyone. Enterprise Connect 2019 Conference Tracks With sessions […]
Perficient Recognized for Twilio Flex Success on Earnings Call
Twilio held their Q4 2018 earnings call earlier this week. No surprise, the company finished their fiscal 2018 on a strong note. Significant revenue gains were propelled by continued growth from both Twilio’s core voice and messaging products, as well as the company’s continued focus on delivering an omni-channel customer engagement platform. Twilio Co-Founder and […]
Top 5 Benefits of Twilio Flex Customer Contact Centers
During Twilio’s Signal developer conference in October, the company announced the general availability of Twilio Flex. Flex is the first fully programmable cloud contact center platform. Largely touted as a platform for innovation in customer service, Flex offers total control to change any layer of the contact center stack and deliver it with the speed […]
Twilio Announces General Availability of Flex Platform
Kicking off their Signal developer conference taking place in San Francisco this week, Twilio announced today that Twilio Flex, the first fully programmable cloud contact center platform, is now generally available. Since its beta launch in March, excitement around Twilio Flex has been mounting throughout the contact center ecosystem. Considered by many a platform for […]
Omni-channel Contact Centers: Delightful or Annoying to Users?
The purpose of implementing new technologies in your omni-channel contact center is to delight and better serve customers and create brand loyalty. However, implementing disparate new communication channels more often than not annoys customers, rather than delighting them. Customers will inevitably have problems or questions about your products or services. A product may need to […]