GTS Care for Amazon Connect

WHAT IS GTS CARE?

GTS Care is a collaborative care and feeding support service that covers more than just contact center support and guidance. It provides a full solution for those who want to manage their cloud contact center effectively and efficiently. With GTS Care, customers receives

1. dedicated expert support
2. technical assistance
3. best practices and
4. proactive monitoring to ensure optimal performance of their cloud contact center.

WHAT'S INCLUDED?

We do not believe in one-size-fits-all and hence customize GTS Care based on your specific needs. Every GTS Care package includes -

1. Business Hour Help - Open cases related to an incident, questions, problem etc. via email, phone and chat and get feedback within your SLA and business hour.
2. Best Practice Recommendations - Get best practices recommendations proactively on your contact center application.
3. Quaterly Reviews - Business reviews to measure success and apply tweaks in the engagement or process if needed.
4. Moves, Adds and Changes (MAC) - Moves, adds, and changes (MAC). Keep your contact center solution up-to-date and align with user requirements.

HOW IS GTS CARE DIFFERENT?

The word is "Innovation". Most support / care packages out there is strictly focused on what's included and what's not included. A basic care package will often ignore the fact that often times, a customer will need a quick update to an existing contact flow or introduce a new feature which is critical to business and can't wait to execute new contract or amendment to the existing contract.

Small Enhancements - This is what we call "Small Enhancements" and we set aside 6 hours every month for you to handle just that i.e., small enhancements to keep your business provide superior customer experience.

Helpdesk Access - "Helpdesk portal access. Irrespective of size of the support contract, your business, technical personnel will get access to our support portal and view all open cases in an easy-to-use online portal.

Knowledge base - We document each and every issue we fix, questions we answer so that you as a customer can reap the benefits. You will also have access to common knowledge articles which can be beneficial.

Knowledge Sharing - Knowledge Sharing. We understand that sharing is caring. We hold regular knowledge sharing session and answer questions.

Lunch and Learn - Quarterly Lunch and Learn for business and technical users to learn about new features and how it can benefit your business and boost customer experience.