ConnectOps by zeb: Amazon Connect Managed Services

Reliable operations for your intelligent contact center.

zeb’s ConnectOps service delivers comprehensive managed services for Amazon Connect environments. As an AWS Premier Tier Services Partner with the Amazon Connect Service Delivery designation, zeb provides the technical expertise, process rigor, and customer-first approach to ensure your contact center runs efficiently and evolves with your business.

We become an extension of your team, offering proactive management of your Amazon Connect platform so your staff can focus on customer experience, not infrastructure.

What’s Included

• Monitoring and Availability Management
  We provide up to 24x7 oversight of your Amazon Connect environment, including call volume, queue health, latency, and system availability. Alerts and remediation steps are customized to your business needs.

• Configuration and IVR Management
  Manage contact flows, queues, routing profiles, agent schedules, and IVRs across all channels. We support seasonal updates, priority routing, and AI-based enhancements such as Amazon Lex integration.

• User and Permission Administration
  Handle onboarding, offboarding, and permissions for agents, supervisors, and administrators using IAM and Amazon Connect best practices.

• Amazon Q and AI Feature Maintenance
  Tune Amazon Q prompts and workflows, manage Lex bots, and ensure sentiment analysis and agent assist features are optimized for performance.

• Reporting and Analytics Support
  Manage dashboards, historical metrics, and real-time analytics using Amazon Connect, Amazon CloudWatch, and third-party integrations.

• Change Management and Continuous Improvement
  Track changes, manage backlog enhancements, and continuously improve configurations based on customer feedback and service performance.

• Security and Compliance Oversight
  Regular audits of call recording policies, data retention, encryption settings, and compliance alignment with PCI, HIPAA, or other industry standards.

Why zeb?

• Certified in Amazon Connect, AI, and migration services
• Deep experience across financial services, healthcare, logistics, and more
• Flexible engagement models to align with your staffing and cost goals

With ConnectOps, you get a secure, reliable, and expertly managed Amazon Connect deployment without the operational burden.