Sold by: CloudInteract
This offering delivers a custom solution built to extend and enhance the power of Amazon Connect Cases and Profiles. This solution delivers a white-label drop-in Agent Workspace solution built on top of the Amazon Connect Cases experience offering unified workspace automated workflows, custom visibility, and powerful case-management features tailored to your operational needs.
Overview
Amazon Connect Cases provides foundational case tracking, but ITSM and Shared Services teams need more - SLA enforcement, granular access controls, cross-team collaboration for non-Connect users, and a branded workspace that eliminates change-management friction. CloudInteract's Enhanced Case Management fills these gaps without requiring a separate ITSM platform license, delivering enterprise-grade case management natively on Amazon Connect.
Key Capabilities
- Advanced Visibility & Compliance
- Access controls for sensitive case types
- Dynamic filtering and custom views for efficient case navigation
- Comprehensive audit trails capturing comments, emails, status changes, and timestamps
- Omnichannel case linking across voice, chat, and email for a unified history
- Intelligent Automation
- SLA indicators and aging alerts to prioritize critical cases
- Automated acknowledgments, surveys, and update notifications
- Bulk case assignment for streamlined workload distribution
- Enhanced Collaboration
- Watch Lists for cross-team updates by email and add comments—including for non-Amazon Connect users
- Multi-template email responses for speed and consistency
- Attachment & removal support for all file formats to a case
- Branded Experience
- White-labelled custom workspace aligned with your corporate identity
Case Management (Cases and Profiles) Best Practices; Hypercare available as required
Engagement Process Phase 1: Discovery and Scoping: Requirements gathering workshop to define case types, SLA rules, access controls, branding, and integration points.
Phase 2: Configuration and Build: Workspace configuration, automation rule setup, template creation, and branding alignment.
Phase 3: Testing and UAT: User acceptance testing with your team, iterating on workflows and UI until sign-off.
Phase 4: Deployment and Go-Live: Production deployment with go-live support and knowledge transfer.
Phase 5: Hypercare: Post-deployment support period to monitor performance, resolve issues, and optimize configurations.
Prerequisites
Buyers must have an active Amazon Connect instance with Cases and Profiles enabled. Your team should designate a project lead with admin access to the Connect instance. CloudInteract handles workspace configuration, automation setup, and branding - IVR and routing configuration are not in scope unless separately agreed.
Next Steps
Ready to see the workspace in action? Contact us to book a discovery call or request a live demo of the Enhanced Case Management solution tailored to your environment.
Why CloudInteract
CloudInteract is an all-in on AWS CX partner specializing in AI-powered CX, Amazon Connect, 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.
Highlights
- Enterprise Case Management Without a Separate ITSM License: Extends Amazon Connect Cases with SLA enforcement, granular access controls, comprehensive audit trails, and omnichannel case linking - delivering enterprise-grade ITSM capabilities natively on Connect without requiring additional platform licenses like ServiceNow or Freshdesk. Role-based permissions and dynamic filtering give teams precise control over sensitive case types while maintaining full compliance visibility.
- Intelligent Automation That Protects SLAs: Automated SLA indicators and aging alerts surface at-risk cases before breaches occur. Bulk case assignment distributes workload efficiently across teams, while automated acknowledgments, surveys, and update notifications eliminate manual follow-up. These capabilities help ITSM and Shared Services teams maintain SLA compliance and reduce repetitive administrative tasks.
- Cross-Team Collaboration Beyond Amazon Connect Users: Watch Lists enable stakeholders outside Amazon Connect to receive email updates and add comments to cases - bridging the gap between contact center agents and broader teams. The white-labelled workspace deploys under your corporate branding, reducing change-management friction when rolling out to end-users who never see Amazon Connect directly.
Details
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Delivery method
Deployed on AWS
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Support
Vendor support
Getting Support
CloudInteract provides support for the Enhanced Case Management solution via email at contactus@cloudinteract.io . Our team is available to assist with solution usage, troubleshooting, configuration questions, and service requests.
Buyer Responsibilities
To ensure successful delivery, buyers should provide:
- An active Amazon Connect instance with Cases and Profiles enabled
- A designated project lead with admin access to the Connect instance
- Timely feedback during UAT phase
- Branding assets (logos, color schemes) for white-label configuration
Deliverables and Handoff
At engagement completion, you receive a fully configured workspace, configuration documentation, and a knowledge transfer session for your team.
For any questions about the engagement process, troubleshooting, contact us at contactus@cloudinteract.io .