Our Twilio Flex Help Desk Starter Pack provides the out-of-the-box functionality your teams need to do their job.

The Starter Pack lays the foundation for future feature implementation, optimizing your contact center on Twilio Flex.

Basic implementations take as little as two weeks and result in significant cost savings, with customized implementations available and varying in length depending on the scope of customizations and integrations required.

We’ll work with you to determine your organization’s success criteria, and then provide you with the necessary development, testing and deployment processes enabling you to evaluate key features and/or integrations based on your overall objectives.

Starter Pack

Pilot

Proof of Concepts

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 these 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 a custom solution takes too long and is extremely costly. Perficient can help.Our Twilio Flex Help Desk Starter Pack provides the out-of-the-box functionality your teams need to do their job, without all the things they don’t need. It also provides integrations with ZenDesk and ServiceNow for computer-telephone integrations (CTI), automatic ticket lookup, and integration with Glance for co-browsing and video capabilities.Once the starter pack is implemented and configured, your Twilio Flex implementation will have several added channels, integrations, and features including:Channels<ul><li>Email routing with SendGrid</li><li>Web chat</li><li>Voice</li></ul>Integrations<ul><li>ZenDesk</li><li>ServiceNow</li><li>Co-browsing with Glance</li></ul>Features<ul><li>Canned Responses</li><li>Callbacks</li><li>Voicemail</li><li>Reason/disposition codes</li></ul>Basic implementations take as little as two weeks and result in significant cost savings, with customized implementations available and varying in length depending on the scope of customizations and integrations required.

Twilio Flex Helpdesk Starter Pack

Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America.

Perficient

Whether you have a legacy contact center and are ready to leverage new channels or are ready to use Twilio Flex but lack in-house development, Perficient is uniquely qualified to help bring your customer engagement visions to life.

We’ll provide 20-30 users with traditional IVR routing with 1-3 attributes, Voice Plus One text-base channel (SMS, What’sApp, WebChat), providing support and training through regular checkpoints.

Pilots

As a Gold Flex Partner with certified Flex engineers, we offer unparalleled customer engagement experience to accelerate innovation.  Our cloud expertise enables us to create powerful solutions while maintaining business agility and flexibility. Our dedicated CRM and ERP practices ensure seamless integrations with legacy applications.  Whether you are exploring Twilio for the first time, looking to migrate your production contact center, or hoping to take customer care to the next level, we offer a wide range of capabilities, including:•   Strategy and Planning – we’ll review your current contact center needs, map current functionality to Twilio Flex and other Twilio services and provide pilot planning.•   Contact Center Migration - including Twilio Flex provisioning, call flow configurations, and testing.•   Integration Services – ensures seamless integration with contact center applications (WFM, reporting, etc.), connectivity to third party and proprietary systems including CRM, ERP, ticketing and e-commerce, and development into Salesforce, Dynamics/Microsoft, Oracle and IBM platforms.•   Managed Services – ongoing technical support and maintenance of Twilio applications and Tier 2+.•   Adoption Management – provides a structured engagement plan, including organizational communication strategies, leadership and employee engagement, end-user training, and documentation to ensure employees play an active role in the change, receiving the training and support they need.•   DevOps – including strategy and road-mapping, continuous deployment and delivery tools, integration and testing programs, and delivery and improvement program development.With our 10 years of experience delivering customer care solutions to clients, including building proprietary solutions and migrating legacy contact centers to modern platforms, our certified experts will provide consulting and professional services, 24/7 support, training, and documentation to ensure your success.

Provide agents with the essential channels, integrations, and features they need in as little as two weeks with our Twilio Flex Retail Starter Pack.

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 often provide unwanted functionality or are cost prohibitive while building a custom solution takes too long and is extremely costly.Twilio Flex’s agile approach to contact center solutions offers your retail agents the channels, integration capabilities, and features that are needed to equip them for success. To help you get started, we offer a Twilio Flex Retail Starter Pack.Our Twilio Flex Retail Starter Pack provides only the functionality your teams need to do their job, right out of the box. It also integrates seamlessly with SendGrid for email routing, and Glance for co-browsing and video capabilities. Once the Retail Starter Pack is implemented and configured, you can take advantage of several added channels, integrations, and features including:Channels<ul><li>Email routing with SendGrid</li><li>Web Chat</li><li>Voice</li><li>Video (Chat to Video Escalations)</li><li>Twitter (Direct messages and Mentions)</li><li>SMS (Inbound &amp; Outbound)</li></ul>Integrations<ul><li>Shipment Tracking (UPS, FedEx, *USPS)</li><li>Co-browsing with Glance</li></ul>Features<ul><li>Callbacks</li><li>Voicemail</li><li>Reason/disposition codes</li><li>Web Chat Nudge Behavior</li><li>Canned Responses</li><li>Emoji Picker</li></ul>Implementation time varies in duration from two weeks to several months, depending on the required scope of customizations and integrations. The starter pack also lays the foundation for future updates.

Twilio Flex Retail Starter Pack

Successful customer experiences rely on the efficiency, productivity, and reliability of your contact center solution. Our dedicated team of Twilio experts help you overcome challenges around staffing, feature enhancements, and optimization.

Perficient’s Essentials Operations and Support package provides a combination of critical services that play an instrumental role to the ongoing health, performance, optimization and efficiency of your Twilio environment.

Add an additional layer of security where developer level specialized expertise is a requirement. This offering is focused on the health, performance and management of all customization implemented throughout the solution.

Allow Perficient to own day to day platform administration with unlimited minor configuration adjustments within the Twilio environment.

Essential Operations and Support Service

Operations and Support Customer Development Service

Managed Administration Service

Our a la carte lineup of services are specially tailored to help supplement your in-house staffing and capabilities, or offer a white glove approach. We can own as little or as much operational upkeep and management of the solution as desired.Key Benefits:·        24x7x365 access to highly skilled, specialized cloud contact center technical professionals ·        Reduce risk to the business ·        Proactive system support and monitoring for improved performance, less downtime, and fewer glitches ·        Reduce business costs with controlled and predictable spending ·        Improve IT efficiencies and business optimization·        Greater scalability and availability ·        Third-party vendor managementEssentials Operations and Support:·        24x7x365 tiered-level technical support (L1-L3)·        Performance health monitoring of the Twilio instance with proactive customer notification·        Platform troubleshooting and resolution·        Management of ongoing updates and upgrades of the Twilio Flex instance·        End-user/agent/supervisor training·        Liaison with Twilio support as needed·        Twilio manufacturer partner support plan with defined service level agreements·        Dedicated technical account manager·        Monthly service performance delivery reporting·        Semi-annual business reviewCustom Development Operations and Support:·        24x7x365 developer support for customizations and integrations·        Performance health monitoring of custom components with proactive customer notification·        Release and deploy custom code upgrades to fix verified reproducible bugs·        Release and deploy custom code upgrades to remain compatible with Twilio service enhancements·        Liaison with Twilio support and other third-party integrated vendors as required·        Solution architecture documentation management·        Defined service level agreementsManaged Moves, Adds, Changes, and Deletes:·        Unlimited remote minor configuration adjustments of routine administrative tasks ·        Management of secure moves, adds, changes, or deletes within the platform·        Defined service level agreements within 48 hoursOur operations and support team acts like in-house IT with highly skilled specialization, without the associated costs. As a Twilio Gold Partner, we work directly with Twilio in situations where vendor support is required. Our direct channel access enables our experts to provide dedicated support with heightened urgency.

Twilio Flex Helpdesk Starter Pack

About

Starter Pack

Pilot

Proof of Concepts

Perficient

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Perficient

Twilio Flex Retail Starter Pack

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