Amazon Connect Managed Services

Your contact center is the heart of your customer experience.
Keep it healthy with Amazon Connect Managed Services.

Amazon Connect is a flexible and cost-effective contact center platform but sometimes requires a little ongoing TLC from an Amazon Connect MSP to keep it running at peak performance.

Our Amazon Connect Managed Services will deliver improved performance and minimized downtime, and give you back time to focus on your core business.

Core Amazon Connect Managed Services

CloudHesive provides a comprehensive set of deliverables for all Amazon Connect Managed Services clients, including platform guidance and technical support for our contact center customers. Every core managed services customer receives:

  • Technical Support

    24x7x365 team ready to respond to requests or alerts

  • Moves/Adds/Changes

    Provide updates to agents, contact flows, routing profiles and queues

  • Scripting

    We provide minor scripting changes to Amazon Connect

  • Periodic Reviews

    Quarterly technical and biling reviews with customers

  • Lambda Monitoring

    We use Datadog to monitor critical Lambda functions

  • Service Monitoring

    We monitor components beyond Amazon Connect with our observabiliy platform

Enhanced Services

We understand you sometimes require special services above and beyond managed services. For example, requirements during the ramp-up learning curve are different than those required by a mature organization.
Since each Amazon Connect Managed Services customer is different, we can customize for services required during different stages of the support lifecycle.

  • Contact Center Optimization
  • KPI Management of Team Performance
  • Application Optimization Services
  • Integration to Unified Communications (Teams)
  • MOS / QOS scoring with Dextr integration

Ready to explore Amazon Connect managed services? Scheduled a call with CloudHesive today.

Let's talk