Our Services

Amazon Connect Managed Services

AWS Managed Services

At VoiceFoundry, we know your business’s cloud journey is unique. Companies often need different options to support contact center solutions and achieve operational excellence. However, we have found across many customer engagements that similarities also exist. Contact center managed services, operating systems, and the AWS ecosystem  can be leveraged to deliver an amazing customer experience.

We have taken these challenges and similarities and built our methodology around them in order to deliver a complete offering of managed services, with different levels to meet your unique call center needs.

AWS Managed Services to Fit Your Needs

Our contact center managed services are specifically focused on Amazon Web Services (AWS) Connect with service levels tailored based upon client need. Each offering is designed to support an existing team or functional group that currently provides support for contact center infrastructure management. Our contact center managed services and delivery practices ensure the best development, implementation and ongoing support for your Amazon Connect contact center solutions.

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Core

  • Supplements vendor support
  • Reactive 24×7 break/fix coverage
  • Business Hours Support Desk​
  • Incident management​
  • Application support plus​

Standard

Everything in Core, plus:
  • Complete coverage
  • Virtual team of resources
  • Bridge to self-sufficiency
  • Optimization support​
  • Assigned Technical Account Manager
  • Peak demand staffing (fast pass)​
  • Forward planning consultation​
  • New application development ​
  • ASR Tuning cycle support (if applicable)​

Extended

Everything in Standard, plus:
  • 24x7x365 fully dedicated support team
  • Continuous strategy assessment and
    roadmap planning
  • 3rd party relationship management
  • Future state management
  • Enhanced delivery services
  • Technical environment monitoring and alerting
  • Customer insight reporting
  • Continuous improvement enablement
  • Managed Upgrade Path for new AWS and VF offerings
  • First Adoption of New AWS Offerings
  • Full Management of AWS ecosystem
  • CI/CD Pipeline Management
  • AWS Environmental Tuning
    (Lex, Pinpoint, Reporting, Sentiment Analysis)

Review and analyze a system baseline

  • Conduct a review of the existing solution architecture and setup, application deployment, cloud operations, operational capabilities and operational costs
  • Fully understand the Key Performance Indicators (KPIs)
  • Outline success criteria
  • Define key system dependencies

Centrally manage your entire call center solution

  • View real-time application performance
  • Application performance reporting
  • Deploy and manage ongoing upgrades and software development
  • Manage secure moves, adds, and changes to user profiles

Design, implement and deploy

  • New application design, configuration and deployment services
  • Deploy like for like AWS Connect instance
  • Support integration with existing systems and other products in the AWS ecosystem (Lambda)

Experience optimization

  • Continual application optimization services for cost optimization, cloud adoption, operations team enablement and management security
  • Data-driven application analysis and recommendations
  • Value checkpoints and assessment against KPIs to improve customer service

Reporting and analytics

  • Visibility into total customer experience and unified communications across Connect managed services
  • Multi-Channel analytics
  • KPI analysis for overall performance and delivery models
  • Proactive notification of customer experience issues
  • Standard event and customer-centric performance reporting

Support and administration

  • Tier 1 support for all Amazon Connect managed services and applications
  • Offering onsite or remote assistance based on criticalness of issues
  • Technical support 24x7x365
  • Collaborate with in-house helpdesk to speed resolution

The Amazon Connect Managed Services Ecosystem