We understand that exceptional customer experiences rely on the efficiency, productivity, and reliability of your Amazon Connect solution. Whether our team can help supplement your in-house staffing capabilities, or offer a fully outsourced model to maximize your investment, our 24x7 dedicated team of experts ensures that proactive measures are implemented, while monitoring performance and continuously maintaining best-practice deliverables.

Utilizing our best-of-breed operational management practices, each managed service offering is designed to service a set of operational functions that are necessities for optimal performance.

Our Amazon Connect Managed Service Offerings:

Essentials Operations and Support Offering

• 24x7 x365 tiered-level technical support (L1-L3)
• Performance health monitoring and incident management service
• Amazon Connect platform troubleshooting and resolution
• End-user/agent/supervisor training
• Vendor Management- Liaison with Amazon support and other third party vendors as required
• Dedicated Technical Account Manager
• Monthly service performance delivery reporting
• Semi-annual business review
• Defined service level agreements

Custom Development Operations and Support Offering

• 24x7x365 Developer support for customizations
• Support integrations with existing systems and other AWS products
• 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 AWS service enhancements
• Solution architecture documentation management
• Monthly service performance delivery reporting
• Defined service level agreements

Managed Moves, Adds, Changes, and Deletes Offering

• Unlimited remote minor configuration adjustments of routine administrative tasks
• Management of secure moves, adds, changes, or deletes within the platform
• Defined service level agreement within 48 hours