MANAGED SERVICES

Managed Amazon Connect

Unlock Customer Delight: Seamlessly Transition to Amazon Connect, the Future of Contact Centers

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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.

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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

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

AMAZON CONNECT

All this is delivered by an AWS Premier Partner and Managed Services partner with Amazon Connect competency.

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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.

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.

Hispanic man using a computer and talking to a customer over a headset while doing customer support in a call centre.

Every core managed services customer receives

  • Technical Support: Skills based routing-Automatic Call Distribution (ACD)
  • 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: Provide updates to agents, contact flows, routing profiles and queues
  • 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 ConnectPath CX integration

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