Posts Tagged ‘SMS’

Not All Texts Are Created Equal

Not All Texts Are Created Equal

Whether you work in big tech or the service industry, you are retired or grudgingly buying your pre-teen their first smartphone, let’s face it, texting has become the most used communication tool in your daily life.  SMS (Short Message Service), aka “Texting”, enables many to skip voice communication altogether and opt for the instant power […]

curbside pickup

A Fully SMS-Based Curbside Pickup Solution

In our previous posts, we discussed the increasing popularity of curbside pickup and click and collect as a retail channel and demoed a pickup solution powered by Twilio Flex, Twilio’s cloud-based contact center platform. Twilio’s powerful platform can also be used to create a curbside pickup operation where customers, workers, and supervisors all interact via […]

Use Case for a busy Call Centre

Using SMS with Amazon Connect Chat

Perficient recently concluded a 3-day hackathon to create contact center solutions addressing the COVID-19 (Coronavirus) crisis. Utilizing Amazon Connect Chat, my team and I implemented a solution for SMS deflection. We addressed the following scenario: Customer calls into a call center with high demand. Customer is prompted that his wait time is greater than 2 […]

SMS-Amazon-Connect

How to integrate SMS with Amazon Connect

In the past, call centers worked like this: A customer with an issue would phone into a support line, never knowing how long they’d be on hold for. It could take multiple calls to resolve the issue, creating a less-than-ideal experience for the caller. In today’s digital-first world, the traditional call center is undergoing a […]

Auto Attendants & Call Queues

Text-Based Channels In Twilio Flex – Velocity of Conversation

The third consideration for Flex text-based communication channels from my introductory post is “What type of interaction is it?”. This topic can end up being a bit more philosophical. That being said, it does drive real-world decisions in how you architect your overall Flex approach. But it will likely take a combination of historic understanding […]

Interacting with Flex and routing

Text-Based Channels In Twilio Flex – Routing the Interaction

Let’s explore another consideration for Flex text-based communication channels from my introductory post: Routing the Interaction with Flex. In this post, we’ll look at the second focus area… How does that interaction get routed on the Flex platform so I can get it to the right agent or expert?  Routing the Interaction to Flex Let’s go […]