Posts Tagged ‘Twilio Flex’

Call Center Representative

Twilio Flex Retail Starter Pack

Customer Service reps are often the first line of contact for retail customers seeking assistance. 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 hand, building custom solutions takes too long and is extremely […]

Twilio Flex Assessment- Time to Optimize 

Building a programmable contact center solution with Twilio Flex provides significant enhancements to the end consumer experience with limitless platform flexibility aimed to influence the desired outcome. With complete control of the customer journey and agent experience, you can connect with customers the way you want and do so across numerous communications channels such as […]

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Enhancing the Twilio Flex Experience with Segment

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 […]

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Incoming Call/SMS/Chat Ringer Plugin for Twilio Flex

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 […]

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Perficient Releases Retail Starter Pack for Twilio Flex

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 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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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 […]

Signal 2021 keynote

Signal 2021 Day 1: Twilio Engage, Intelligence for Voice, Flex One and more

As expected, there was no shortage of announcements on the first day of Signal, mostly during the keynote. We’ll be able to dig deeper into the details on some of these in breakout sessions, but there is certainly some interesting stuff to talk about. Twilio Engage represents the first over-arching consolidation of services into a […]

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Healthcare Consumer Engagement Post-COVID

On June 22nd, 2021, Perficient’s Director of Healthcare Strategy David Allen joined forces with Susan Collins, Twilio’s Global Head of Healthcare Services, to discuss what they are seeing in the Healthcare and Life Sciences industry, how customer engagement solutions are being utilized to new extents, and what the future holds for digital health as a […]

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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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Integrate Twilio Flex with ServiceNow to Elevate Your Customer Service Experience

Recovery and emerging trends  As organizations begin to think about the recovery phase from the COVID era, businesses that were digitally enabled and able to innovate fared better. Companies that were previously resistant to change were suddenly faced with the choice to accelerate digital innovation or risk their survival. At Twilio’s annual conference Signal 2020, […]

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 […]

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