Managed Services: CloudInteract's Service Assurance for Amazon Connect

Our purpose is powerful yet simple: to reimagine customer experience. As an all-in AWS services partner, we migrate, integrate and accelerate clients to unlock the power of Amazon Connect, delivering NextGen contact center interactions for customers, patients, agents and your business.

At CloudInteract, we understand that transitioning to Amazon Connect is not the final step. To help you continue on your CXjourney, CloudInteract has developed a managed service offering intended to do more than just provide support – it is designed to guide you through the ongoing transformation of your customer experience evolution, leveraging the latest and greatest that Amazon Connect has to offer in line with your business requirements and ways of working.

CloudInteract’s Service Assurance includes:

1. Escalation support and oversight of CX service management to handle business-critical incidents with timely SLAs, integrated with your L1 service / help desk.
2. CX Change Management to implement day to day changes including reports, IVRs, call flows, and number porting.
3. CX Monitoring to monitor Amazon Connect quotas and integrations to business applications
4. CX FinOps with a QuickSight dashboard deployed to your environment, we give you the transparency you need to work with us to optimize your CX spend
5. Gen-AI powered conversational insight and intelligence - Apollo QuickSight dashboard deployed to your environment, to give you insight into the reasons for CX interactions, opportunities for automation, and overall contact center key performance indicators.

CloudInteract’s Service Assurance is delivered via a named Customer Success Manager and Amazon Connect Solutions Architect - supported by a team of Amazon Connect engineers, developers, business analysts, and change managers.

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.