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Enterprise Connect 2019 – View from the Booth

Last week I had the opportunity to attend Enterprise Connect in Orlando, Florida. I was an agent at the Live Contact Center Experience in the Twilio booth.  My team was responsible for creating that demo experience for Twilio. We did some impromptu training of managers and sales engineering staff before the masses entered at 3PM […]

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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 […]

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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 […]

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Perficient Elevates Twilio to Strategic Partner Status

Perficient is excited to announce that Twilio has been designated a Strategic Partner. This designation comes as our partnership with Twilio continues to strengthen and build momentum. Case in point, following Twilio’s general availability release of Flex in October 2018, excitement for their fully programmable cloud contact center platform has rapidly increased. It’s little wonder, as […]

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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 […]

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Using TypeScript with the Twilio Flex Agent UI Sample

When we first started working with the Flex samples provided by Twilio, the source code was provided in TypeScript. This provided a dev-time programming environment that I tend to prefer, even though I am far from a TypeScript expert. As Flex and the quick-start samples moved toward general availability, Twilio made the choice to switch […]

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Twilio Signal Conference – Day 1 Thoughts and Takeaways

Yesterday kicked off Twilio’s Signal conference and of course the buzz everywhere was about Flex, the contact center application platform that Perficient has been working with for a few months in Dev preview. From what I’m hearing, this is by far the biggest Signal conference ever and there is definitely a lot of energy and […]

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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 […]

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Twilio Functions – Common Cases

Twilio Functions are the glue that connect user code and Studio to the Twilio environment. They offer a convenient way to execute JavaScript while remaining inside of the Twilio ecosystem.  Functions have access to environment variables and shared NPM packages.  Functions also have access to the Twilio REST Helper Library. With this Studio flows can […]

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What’s In the Latest Twilio Flex Quickstart?

As Twilio Flex nears a general availability (GA) date, the team continues to iterate and fine-tune the Flex Quickstart. The Flex Quickstart provides configuration and code to quickly provision a new Flex project. We’ve been installing various versions of this since the summer. In the 0.12 and 0.13 versions, we’ve seen some interesting changes from […]

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Hands-On With the Twilio Flex Contact Center Platform

Do you ever get that feeling that you are on the cusp of something really cool? Something that could shake things up? That’s how we’ve been feeling after spending some time at Twilio HQ in San Francisco in late June to get up to speed on Flex, Twilio’s new contact center platform. As one of […]

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Understanding Twilio Studio Flow

Twilio Studio offers a canvas where a masterful contact center designer can capture a flow that can be readable and provide a great customer experience.  There are many great tutorials offered by Twilio and what I hope to offer in this article is how I have come to understand flows in general, their execution, and […]

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Amazon Connect Voicemail Alternatives

Amazon Connect encourages callback usage instead of voicemail, to resolve a similar use case. In this article, we discuss callbacks and external voicemail services, as well as how to keep track of those calls. Why do we use voicemail? Let’s take a step back and think what is the use case voicemail solves.  Often, voicemail […]

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API Best Practices from Successful API Teams

The API management software company 3scale has put together a free ebook (requires an email address) The API Owner’s Manual that including best practices from successful API teams. The book recommends using Alexander Osterwalder’s Business Model Canvas to define the business case for API offerings. The Business Model Canvas defines a structured way to analyze […]

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