Amazon Connect is a powerful solution, but it’s not a stand-alone service. Optimizing its use includes other ancillary AWS services such as S3, CloudWatch, Security Hub, Cloud Trail, databases, audit logs, specific folders, SSO, dual factor, etc. Concentrix Cloud Infrastructure solutions provide certified and experienced expert design, building the cloud infrastructure to support your needs, and ready to launch safe and secure Amazon Connect contact center solutions. Once completed and operational, Concentrix Managed Services offers ongoing infrastructure and support.

Concentrix management and support services maintain best practices in security and compliance for your Amazon Connect solution, so you don’t have that burden.

Why Concentrix

Our experienced engineers will review the solution needs, requirements, and expectations with the appropriate infrastructure, operations, and security staff in your organization to determine any customer or unique requirements. We look at existing or planned data sources, authentication providers and transport methods, advisor resource geolocation and distribution, to incorporate into your deployment infrastructure to operate as efficiently as possible. Some of the topics addressed in this process include:

• AWS Organization Structure, SSO, and Access Management

• Our experienced engineers understand the critical aspects needed to design and build a foundation that maximizes efficiency with your operational needs in mind that will ensure long term supportability.

• Cloud Infrastructure and Management Model

• Equally important as building the correct infrastructure solution, building an efficient means of managing that environment is a necessary component of a cost-effective solution.

• Regions, Load Management and High Availability Considerations

• Understanding reliability and recovery options and limitations during design prevents costly migrations or service restrictions down the road.

• Security and Compliance, Operational engagement, and Reporting

• Security is one of the most important considerations in cloud design. Our certified engineers not only provide a secure infrastructure solution, but include AWS tools to monitor, correct, and report security compliance exceptions built in to the infrastructure. We have developed scripts that configure all these services automatically to ensure the services aren’t just built, but are properly configured for a secure environment and will pass a PCI audit.

Operational Visibility

Engineers experienced in support of both cloud infrastructure and Amazon Connect provide strong insight into effective dashboard reporting of core infrastructure that can impact cloud services and Amazon Connect customer experience, as well as automated alerting to notify appropriate resources before an issue becomes service-impacting, and audit logging and collection support security audits, and forensic investigation and analysis.

Strong Foundation for Operational Success

Our AWS-certified design and deployment engineers provide a cloud infrastructure based on AWS best practices to support any current or future services you wish to add.

Concentrix AWS Contact Center Managed Services

Once deployed, Concentrix Managed Services team will continue to support you, your solution, and your business. Certified, experienced support engineers provide advisor, operational, and infrastructure support, letting you focus on your business. Our teams understand which services to log, monitor, and report on to ensure ongoing performance stability. We know which thresholds for each service should be configured, so we can establish an acceptable level of delays/errors/incidents and define when we need to raise an alarm.

Connect Management and Support

Experienced support staff provide Amazon Connect operational support, including advisor access management (moves/add/changes), configuration management, solution messaging, and queue assignment support. Certified staff also provide knowledge share and usage training, solution reports, and other commonly requests support. In addition to operational support, Concentrix provides infrastructure and Amazon Connect monitoring 24x7, with automated alerts for any issues of pre-defined thresholds observed, as well as solution component updates or patch management, where applicable. Our engineers provide direct support as well as support request management when escalating issues to AWS for additional support.

Managed Services Tiered Offerings Premium Level

• 24x7x365 live staffed NOC monitoring
• Certified and experienced engineer responses to any alert to restore normal options quickly
• Security remediation and implementation of auto-remediation tools, where possible, to resolve any new noncompliance issues automatically when detected by monitoring tools
• Service level reporting and review of performance