Our Services

Managed Services for AWS

Managed Services

At VoiceFoundry, we know that no two journeys are the same and companies often need different options to support a contact center solution. However, we have found across many customer engagements that there are also many similarities that exist that can be leveraged to deliver an even more amazing customer experience.

We have taken these challenges and similarities and built our methodology around them in order to deliver a complete managed service offering.

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Managed Service Offering

Our Managed Services offering is specifically focused on Amazon Connect and 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. Our delivery practices ensure the best development, implementation and ongoing support for your Amazon Connect contact center solutions are managed and supported for the long term.

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Review and analyze a system baseline

  • Conduct a review of the existing solution architecture and setup
  • Fully understand the Key Performance Indicators (KPIs)
  • Outline success criteria
  • Define key system dependencies

Centrally manage your entire solution

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

Design and deploy

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

Experience optimization

  • Continual application optimization services
  • Data-driven application analysis and recommendations
  • Value checkpoints and assessment against KPIs

Reporting and analytics

  • Visibility into total customer experience across Connect 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 AWS related services and applications
  • Offering onsite or remote assistance based on criticalness of issues
  • Two levels of technical support 24×7 or 8×5 service options
  • Collaborates with in-house helpdesk to speed resolution

Amazon Connect Ecosystem


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