Contact Center Managed Services for Amazon Connect

USAN brings decades of experience in managing customer experience solutions and telecom services for some of the largest companies in the financial services and utilities markets. We now offer world-class managed services for customers utilizing Amazon Connect and other AWS services. Our Network Operations Center, staffed with experienced technicians and engineers, operates 24/7/365 and monitors supported services for any anomalies that may impact service.

Our Amazon Connect managed services offering includes four key areas: observability, incident management, MACD (Moves - Add - Changes - Deletes), and optimizations. With real-time monitoring and correlation of system log messages, metrics, and anomalies, we prioritize identifying and correcting issues before they impact your service. Our Tier 1 through Tier 4 incident management support covers break/fix for the AWS Connect service, custom software components, and underlying AWS critical infrastructure. We also schedule and implement changes quickly and efficiently, whether it's adding new toll-free numbers or a new agent group.

Additionally, we monitor your monthly AWS spending and make recommendations to lower costs and improve efficiencies. USAN also handles other critical operational functions such as cross-region backups, calculating service level agreement performance, disaster recovery/COB testing, security audits evidence capture, and security scans (penetration and vulnerability).

Partnering with USAN for Amazon Connect managed services ensures you receive world class support and solutions from experienced professionals who prioritize the stability and success of your business.