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.
CloudHesive Amazon Connect Managed Services feature:
- Custom designed cloud-native toolsets
- Support teams focused, trained, and certified on AWS
- Flexible service levels
- A hybrid dedicated support model
- A US-based team staffed 24x7x365
- Support plans for Dextr customers Amazon Connect needs
All this is delivered by an AWS Premier Partner and Managed Services partner with Amazon Connect competency.
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
