I am extremely excited to announce that, as of April 2022, Perficient’s Managed Service Offerings for Amazon Connect and PACE (Perficient Amazon Connect Experience) can be found on the AWS Marketplace. AWS Marketplace is a digital catalog where you can find numerous cloud software solutions for your business. PACE, Perficient’s cloud contact center platform built on top of AWS Amazon Connect, was launched on AWS Marketplace at the end of last year, thanks to the great set of features it offers such as Microsoft Teams status sync, Calendar and Queue management, Facebook and Instagram integrations, and many more. We are proud that our continuous and successful work with satisfied Amazon Connect customers has pushed us on the stage with giant competitors.
Managing contact centers can be difficult. Imagine yourself dealing with constant business change requests, individual agent and supervisor issues, recording analytics, validation testing, configuring Lex bots, deploying Lambda functions.… Let me pause here because this list can become massive. With all those constant requests, you would have to spend days to figure out even a small change. Your internal IT team may not have enough knowledge or expertise to solve these issues, and the back-and-forth tickets you create with the vendor may be all you have. Your dream job is no longer a dream, right? Most of these items are not only strictly administrator work, but they also require debugging and deeper technical expertise in multiple fields such as networking or analytics.
Perficient’s Managed Services for Amazon Connect and PACE (Perficient Amazon Connect Experience) would make your life a lot easier. We know when an issue happens before you do, as our MSO team focuses daily on any platform issues or lambda errors, even minor ones that perhaps you are not aware of. In such cases, the MSO team proactively investigates and pinpoints the issue before it ruins a great customer experience or causes unexpected mid-day downtime, thus reducing associated business risks. As well, the MSO team is here to assist with providing training sessions, configuring AI and machine learning using Lex bots, or implementing any slight configuration change, from changing the hours of operation to changing the entire contact flow functionality — all per your request.
We break down our Amazon Connect\PACE offerings into three pillars:
Essentials Operation and Support
This service is your first choice as it provides a 24×7 performance monitoring and incident management service. If agents or supervisors unexpectantly leave your company, you don’t need to worry about their departing product knowledge because with this service you also get as much agent\supervisor training as needed. As well, if your issue requires AWS attention, your Perficient liaison can immediately open a ticket with the vendor.
Custom Development Operations & Support
Your developer who built the customization is no longer with the company, and that lambda function is throwing errors? With this service, your 24×7 developer support has you covered for any custom and\or Perficient-written code. As well, if, for example, AWS releases a new version of Lex bots or lambdas, we upgrade you to ensure product compatibility.
Managed Moves, Adds, Changes, and Deletes
Every administrator task is covered with this service. If you either don’t know how to do it or you’re just too busy, this service will cover your requests. We can do it at any time during business hours by configuring the change first in your lower environment, and, according to test results, we can easily arrange a production deployment.
It is important to note that all three services can be selected as a group, but this is not mandatory as we can accommodate you easily based on your needs.
How can Perficient help you?
Our MSO team is a group of experts with years-long contact center experience and knowledge that grows as we constantly learn skills on new AWS services and changes. Is there any good reason not to choose Perficient MSO? I would doubt it. You can stay focused on strategic initiatives while we take care of complex IT situations. For more information on how to reach us, simply visit the AWS Marketplace site and start your new and improved Amazon Connect journey.
