Sold by: Call Center Power
This service provides day-to-day management of Amazon Connect Customer including L1-L3 support, WFM, QA, reporting, AI optimization with 2 delivery models: 1/Managed Services for organizations wanting long-term outsourced operational support; and 2/Build-Operate-Transfer for organizations modernizing to Amazon Connect that eventually want internal operational ownership.
Overview
This service delivers comprehensive managed services and operational support for Amazon Connect Customer environments. It provides scalable operational support models ranging from lightweight platform administration to full-service contact center operations management across voice, AI, workforce optimization, quality management, reporting, and governance. Delivery Models: 1/Managed Services: Ongoing operational support and platform management for Amazon Connect Custoomer environments; and 2/Build-Operate-Transfer: design, operate, and optimize the Amazon Connect Customer environment for a defined transition period before transferring operational ownership to the customer. Activities and Deliverables: Monitoring & Incident Management: 24x7 platform monitoring; telephony monitoring; incident triage and resolution; root cause analysis; escalation management; ServiceNow integration support. Configuration & Platform Administration: Agent provisioning; queue management; routing updates; contact flow updates; holiday scheduling; audio prompt management; change governance. Workforce Optimization: Workforce forecasting; scheduling support; capacity planning; peak-season readiness; quality management; contact Lens optimization. AI & Automation Support: IVA optimization; AI intent tuning; self-service optimization; conversational analytics; agent assist enablement; automation roadmap support. Reporting & Governance: KPI dashboards; SLA reporting; executive reporting; operational reviews; quarterly business reviews; audit-ready documentation.
Highlights
- Management team has 35+ years contact center experience.
- Deliver comprehensive Contact Center as a Service (CCaaS) operational readiness assessments across staffing, training, quality, workforce management, technology, analytics, and performance improvement.
- We cover every stage of your CCaaS journey, from strategy and technology to staffing and ongoing operations.
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