Sold by: ConnectGen, Inc
ConnectGen, an AWS Advanced Tier Partner, delivers 24/7 managed services for Amazon Connect - proactive monitoring, optimization, and SLA-backed support to keep your contact center performing at scale
Overview
Going live on Amazon Connect is only the beginning - sustaining performance as call volumes, agent counts, and business requirements evolve requires dedicated operational ownership. ConnectGen, an AWS Advanced Tier Amazon Connect Delivery Partner, delivers managed services that keep your contact center running smoothly long after go-live.
What We Manage
Our managed services cover proactive monitoring of contact flows, queues, and routing performance; regular health checks and capacity planning; incident triage and issue resolution with defined SLAs; and continuous tuning of IVR logic, skills-based routing, and Contact Lens analytics based on real usage patterns. We also manage platform updates, new feature rollouts (including Agentic AI capabilities as they mature), and integration maintenance across CRM, WFM, and ticketing systems.
Onboarding Timeline
Our structured engagement model ensures a smooth transition to managed operations:
- Week 1-2: Environment Audit - We conduct a full review of your Amazon Connect instance, contact flows, integrations, and current performance baselines. Deliverables include an environment health report and monitoring setup.
- Week 3-4: SLA Definition and Configuration - We define severity tiers, escalation paths, and response-time commitments tailored to your environment. Deliverables include SLA documentation, runbooks, and alerting dashboards.
- Ongoing: Proactive Management - Continuous monitoring, optimization, and monthly/quarterly business reviews with KPI tracking.
Business Reviews and Optimization
Monthly and quarterly business reviews give your team visibility into KPIs like average handle time, first-contact resolution, and customer satisfaction, paired with recommendations to keep optimizing cost and experience. For organizations running seasonal or variable volumes, we support elastic scaling of agents and capacity without requiring new infrastructure procurement.
Industry Experience
Our team has supported contact centers managing holiday surge routing for retail organizations scaling agent capacity significantly during peak seasons, as well as healthcare and financial services environments where compliance and data handling are critical considerations.
Security and Access Controls
As a managed service provider with ongoing access to live contact center environments, we follow least-privilege IAM policies, encrypted access protocols, and maintain audit logging for all administrative actions within customer AWS accounts. Our team operates under strict data-handling practices to protect PII, call recordings, and integration credentials.
Scope and Prerequisites
This offering is designed for organizations that have completed initial setup or migration to Amazon Connect (with ConnectGen or another partner) and want a dedicated team ensuring uptime, performance, and continuous improvement. Prerequisites include an active Amazon Connect instance, AWS account access for monitoring, and a designated internal point of contact.
Out-of-scope items include net-new custom application development, third-party vendor contract negotiations, and infrastructure changes outside the Amazon Connect ecosystem.
Next Steps
Ready to ensure your Amazon Connect environment is continuously optimized? Book a complimentary environment health-check consultation to assess your current state and identify improvement opportunities.
Highlights
- As an AWS Advanced Tier Amazon Connect Delivery Partner, ConnectGen provides SLA-backed incident resolution with defined severity tiers and escalation paths. Our team proactively monitors contact flows, queues, and routing performance around the clock, conducting regular health checks and capacity planning to prevent issues before they impact customer experience or agent productivity.
- Continuous optimization driven by real usage data - we tune IVR logic, skills-based routing, and Contact Lens analytics to improve KPIs like average handle time and first-contact resolution. Our team manages platform updates, Agentic AI feature rollouts, and integration maintenance across CRM, WFM, and ticketing systems so your environment stays current without internal effort.
- Structured onboarding with environment audit, SLA definition, and monitoring setup completed within weeks - followed by ongoing monthly and quarterly business reviews with KPI dashboards and actionable recommendations. Elastic scaling support handles seasonal volume spikes without new infrastructure procurement, and least-privilege access controls protect your data throughout.
Details
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Getting Started
To begin your managed services engagement or schedule a complimentary environment health-check consultation, contact our team directly.
Contact Channels
Engagement Process
Once engaged, our onboarding process includes an environment discovery phase, monitoring setup, SLA definition, and escalation path configuration. A designated ConnectGen account manager serves as your primary point of contact throughout the relationship.
Buyer Responsibilities
To onboard into managed services, your organization will need to provide AWS account access for monitoring and administration, a designated internal point of contact for escalations, and documentation of your current Amazon Connect environment including contact flows, integrations, and any existing runbooks.
Ongoing Support
Active managed services clients receive incident triage and resolution per agreed SLA terms, with defined severity levels and escalation paths. Monthly and quarterly business reviews provide visibility into platform health and optimization opportunities.
For questions about scope, contract terms, or to request a sample SLA document, please reach out via the channels above.
Software associated with this service
By ConnectGen, Inc
InstanceIQ is a unified admin dashboard for Amazon Connect that lets business users manage prompts, schedules, routing, and security with auditable, reversible changes - no IT dependency required.
By ConnectGen, Inc
ConnectGen Contact Center Builder deploys a fully configured Amazon Connect contact center in hours using a no-code web wizard for IVR, ACD, chatbots, and CRM integration.
By ConnectGen, Inc
CXBridge automates Genesys Cloud to Amazon Connect migrations by converting IVR flows, queues, routing, and agent configurations - reducing migration time and risk for enterprise contact centers.