Amazon Connect Readiness Assessment

In this 60-minute consultation, our AWS-certified Solutions Architects will collaborate with your team to:

• Discuss your existing contact center processes, interaction patterns across communication channels, and identify key pain points in your customer experience journey.
• Understand your desired integrations with CRMs, ticketing platforms, and knowledge bases to ensure seamless connectivity with Amazon Connect.
• Identify potential use cases for Amazon Connect's built-in AI solutions including chatbots, text-to-speech capabilities, and Amazon Q assistant integration.
• Determine how to unify your customer communications across voice, chat, email, and SMS within a single platform while maintaining consistent business logic.
• Begin developing a tailored implementation plan that addresses potential technical roadblocks and provides a clear path for testing, training, and deployment.

Our 3-phase Amazon Connect implementation process evaluates your current contact center environment, designs a tailored configuration, and ensures seamless deployment with comprehensive testing and training.

Phase 1: Assessment & Planning We conduct a comprehensive assessment of your current contact center environment, identify pain points, and analyze interaction patterns across all communication channels. Our team evaluates your integration requirements with CRMs, ticketing platforms, and knowledge bases to build a complete picture of your needs. Mission's experts understand the migration challenges, technical roadblocks, and cost considerations of moving to a new contact center solution and incorporate strategies to address these obstacles in your implementation plan.

Phase 2: Design & Configuration Using the tailored roadmap created during assessment, we design your Amazon Connect instance to build consistent omnichannel journeys for your customers. Our team configures voice, chat, and SMS channels with intuitive paths that unify messaging, minimize effort on both sides, and leverage real-time data analysis. We implement consistent business logic and routing rules across all channels for simplified management, easier updates, and better reporting. This phase includes establishing necessary integrations, security protocols, and user access controls.

Phase 3: Testing & Deployment Before going live, our expert architects conduct thorough testing to validate the functional operations of all configured elements, verify integrations with connected systems, track performance, and conduct user acceptance testing with agents and supervisors. A critical focus during deployment is training and change management. Mission helps develop comprehensive training programs, communication strategies, and support resources that allow for real-time adjustment, minimize risk, and ensure a smooth transition to your new environment.

Reach out to sales@missioncloud.com  to schedule your complimentary 60-minute Amazon Connect Readiness Assessment.