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Amazon Connect Managed Services

Improve the Reliability and Performance of Your Amazon Connect Instance

No organization's Amazon Connect migration journey is the same, nor does it happen over night. You need to be mindful of the operational responsibilities that follow the cloud transformation. While some companies have the skills to manage a migration in-house, others may need to engage in a strategic partnership to maximize their investment.

With deep expertise in contact center solutions, and Amazon Web Services, our experience uniquely empowers us as a full end-to-end Amazon Connect managed services provider.

Our a la carte managed services offerings help you provide an exceptional customer experience. Our 24x7 dedicated team of experts ensures that proactive measures are implemented, while monitoring performance and continuously maintaining best-practice deliverables.

We can help you overcome critical challenges associated with staffing, ongoing feature enhancements, and optimization. Utilizing our best-of-breed operational management practices, each offering is designed to service a set of operational functions that are necessities for optimal performance.

The Benefits of Amazon Connect Managed Services


Manage risk through our contact center specialists’ industry knowledge and best practices in areas such as compliance and security.


We help improved system performance, reduce downtime, and minimize glitches with 24/7 performance monitoring and a defined patch management program.


The ease and speed of introducing new features or functionality into the business is seamless, keeping pace with customer and industry demands.


We deal with the software vendor so you don’t have to. We serve as your single point of contact.


Maintain consistent service without the additional costs of retaining key personnel. Our expert teams help minimize the chance of an expensive disaster.


Access highly skilled specialized resources with defined service-level agreements. Support is available 24/7.


Easily scale your solution up or down depending on demand.


You can stay focused on critical business initiatives while we handle the complex contact center IT situations.

Essentials Operations and Support

Our Essentials Operations and Support package includes services that play an instrumental role in consistently maintaining the health, performance, and efficiency of your contact center solution.

  • Level 1 help desk services
  • Level 2 - 3 remote technical support on all AWS services compromising the Amazon Connect solution
  • 24x7x365 support for priority incidents
  • 24x7 application performance health monitoring
  • Proactive notification of customer experience issues
  • Liaison with Amazon support and other third-party vendors as required
  • End-user/agent/supervisor training
  • Solution architectural documentation management
  • Monthly service performance delivery reporting
  • Semi-annual business review
  • Dedicated technical account manager
  • Defined service level agreements

Custom Development Operations and Support

Our Custom Development Operations and Support offering adds an additional layer of security with specialized expertise. It focuses on the health, performance, and management of customized creations implemented by our team.

  • Developer remote technical support for customizations
  • Support integrations with existing systems and other AWS products
  • 24x7x365 support for priority incidents
  • 24x7 performance health monitoring of custom components
  • Release and deploy custom code upgrades to fix verified reproducible bugs
  • Release and deploy custom code upgrades to remain compatible with AWS service enhancements
  • Proactive notification of customer experience issues
  • Liaison with Amazon support and other third-party vendors as required
  • Monthly service performance delivery reporting
  • Dedicated Technical Account Manager
  • Defined service level agreements

Managed Moves, Adds, Changes, and Deletes (MACD)

Our MACD service ensures daily administrative responsibilities are executed with the utmost importance. We take care of the day-to-day administrative tasks, so your internal team has more time to focus on other objectives.

  • Unlimited remote minor configuration adjustments of routine administrative tasks
  • Management of secure moves, adds, changes, or deletes within the Amazon Connect instance
  • Defined service level agreements

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