Sold by: CloudInteract
CloudInteract’s provides a managed service for Amazon Connect with AI-powered conversational insight, a named Customer Success Manager and Amazon Connect Architect while providing you piece of mind with technical support, continuous transformation, and roadmap development and oversight.
Overview
About CloudInteract
CloudInteract is an all-in on AWS CX partner specializing in AI-powered CX, Amazon Connect Customer, service platform integration, and experience transformation. With deep expertise across contact centers and enterprise operations, CloudInteract helps organizations digitally transform and evolve platforms that scale with ambition.
About CloudInteract’s Service Assurance for Amazon Connect
Transitioning to Amazon Connect is not the final step. CloudInteract's Service Assurance is a managed service designed to guide you through the ongoing transformation of your customer experience, leveraging the latest Amazon Connect Customer capabilities in line with your business requirements.
Unlike pooled support models, Service Assurance provides a named Customer Success Manager and Amazon Connect Solutions Architect dedicated to your environment - supported by a team of engineers, developers, business analysts, and change managers.
What's included:
- Escalation support and CX service management: Handle business-critical incidents with defined SLAs, integrated with your L1 service desk.
- CX Change Management: Implement day-to-day changes including reports, IVRs, call flows, and number porting across all channels.
- CX Monitoring: Monitor Amazon Connect quotas and integrations to business applications proactively.
- CX FinOps: A QuickSight dashboard deployed to your environment providing full transparency into CX spend with optimization recommendations.
- Apollo - Gen-AI Conversational Intelligence: QuickSight dashboard powered by Amazon Bedrock that surfaces reasons for CX interactions, automation opportunities, and contact center KPIs beyond standard Contact Lens analytics.
How It Works
- Week 1-2: Discovery and Environment Audit - CloudInteract assesses your existing Amazon Connect environment, integrations, and operational processes.
- Week 3-4: Dashboard Deployment and Integration - Apollo and CX FinOps dashboards are deployed; service desk integration is configured.
- Week 5+: Steady-State Managed Service - Ongoing support, change management, monitoring, and continuous transformation begin under your named CSM.
AWS Services included: Amazon Connect, Contact Lens, FCS, Amazon Lex, Custom integrations to Amazon Connect (i.e. CRM, ITSM, ERP), Agent and Supervisor portal, Data lake, QuickSights, DynamoDB, CloudWatch, CloudFormation, Lambda, S3 and Amazon Bedrock.
Environments included: Dev, Preproduction, Production.
Why CloudInteract
- Dedicated expertise, not pooled support - Your named architect knows your environment intimately, reducing resolution times and enabling proactive optimization.
- Apollo AI goes beyond Contact Lens - Proprietary Gen-AI dashboards surface actionable insight into interaction drivers and automation opportunities that standard analytics miss.
- Monthly "What's New in Connect" sessions - Stay ahead of AWS releases with guided sessions showing how new features apply to your specific environment.
Engagement and Security
Service Assurance is delivered as a continuous engagement. CloudInteract personnel access customer environments following least-privilege principles, and all data in transit and at rest is encrypted using AWS-native encryption services. Access is audited via CloudTrail and CloudWatch.
Highlights
- Named Customer Success Manager and Amazon Connect Solutions Architect dedicated to your environment, backed by a full team of engineers, developers, and change managers. Unlike pooled support models, your dedicated architect knows your environment intimately - reducing incident resolution times and enabling proactive optimization across Dev, Preproduction, and Production.
- CX FinOps dashboard deployed to your AWS environment via QuickSight, providing full transparency into Amazon Connect spend across all services. Work with your named CSM to identify cost optimization opportunities and track savings over time, turning contact center costs from opaque billing into an actionable, governed line item.
- Apollo Gen-AI conversational intelligence powered by Amazon Bedrock surfaces the reasons behind every customer interaction, identifies automation opportunities, and delivers contact center KPIs that go beyond standard Contact Lens analytics. Monthly "What's New in Connect" live sessions keep your team ahead of AWS releases with guidance specific to your environment.
Details
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
Legal
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Support
Vendor support
Support Channels
CloudInteract provides support through the following channels:
Named Support Team
Every Service Assurance engagement includes a named Customer Success Manager and Amazon Connect Solutions Architect as your primary points of contact. They are supported by a team of Amazon Connect engineers, developers, business analysts, and change managers.
Escalation Support
CloudInteract provides escalation support for business-critical incidents, integrated with your existing L1 service desk or help desk. Incidents are managed with defined SLAs based on severity level.
CX Change Management
Day-to-day changes - including reports, IVRs, call flows, number porting, and integration updates - are handled by your dedicated team. Submit change requests through your Customer Success Manager.
Onboarding
New engagements begin with a discovery and environment audit phase, followed by dashboard deployment and integration configuration, before transitioning to steady-state managed service delivery.
Requesting Assistance
For any issues including service usage questions, troubleshooting, change requests, or billing inquiries, contact your named Customer Success Manager directly or reach out via the channels listed above.