Managed Services: CloudInteract's Service Assurance for Amazon Connect

At CloudInteract, our purpose is simple yet powerful: to reimagine customer experience by making contact center interactions better for you, your customers, and your users.

With countless suppliers offering similar technology, what makes CloudInteract the right choice? Three vital elements; our pillars of AI, Data, and Communication—combined with our holistic approach and commitment to custom-designed solutions, set us apart.

At CloudInteract, we understand that transitioning to Amazon Connect is not the final step. To help you continue on your journey, CloudInteract has developed a managed service offering intended to do more than just provide support – it is designed to guide you through the ongoing transformation of your customer experience evolution, leveraging the latest and greatest that Amazon Connect has to offer in line with your business requirements and ways of working.

CloudInteract’s Service Assurance includes:

1. Escalation service to handle business-critical incidents with timely SLAs
2. Business Change service to implement changes to reports, dashboards, IVRs, queues, and integrations.
3. Business engagement service to work alongside your team and business stakeholders to identify and solution for new business requirements.
4. Cost reporting service to monitor and analyze usage to track variances, identify anomalies, and, most importantly, identify and address cost optimization opportunities.

CloudInteract’s Service Assurance is delivered via a named Customer Success Manager, Amazon Connect Technical Solutions Architect, and a team of Amazon Connect engineers.

AWS Services included: Amazon Connect, Contact Lens, FCS, Amazon Lex, Custom integrations to Amazon Connect (i.e. CRM, ITSM, ERP), Agent and Supervisor portal, Data lake, QuickSights, DynamoDB, CloudFront.

Environments included: Dev, Preproduction, Production.