Amazon Web Services

Fine Tune & Maintain Your Contact Center with an Amazon Connect Health Check and Managed Services

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In the contact center world agents and supervisors need to manage customer complaints, inquiries, orders, technical support, and many other functions. To provide the best customer experience, many contact centers add layers of complexity, including more skills around different tools and technologies. But how effectively do these complex tools do their jobs? And how can you effectively improve and maintain the overall performance of your contact center?

What is a health check?

At Perficient, we offer an in-depth evaluation of the performance and health of your Amazon Connect Contact Center. Health check benefits include getting a clearer understanding of how you can improve your business by investigating current pain points, receiving expert advice on how to improve your contact center efficiency, and identifying any blockers preventing your contact center from achieving its goals. To put it precisely, to identify areas for improvement, we evaluate your Amazon Connect implementation and the supporting AWS services and cloud infrastructure. This evaluation results in improved customer satisfaction, a better agent experience, and more effective agent enablement.

What do we include in a health check?

If your contact flows were built a while ago, are some options now invalid or requiring modification? Perfect. Our team of experts will review your IVR, supporting Lambdas, and any other third-party integrations and offer suggestions according to your business needs. Depending on the size of your Amazon Connect solution, the assessment can be completed in two to three weeks.

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In addition to contact flows, a health check focus can include, but is not limited to, the following:

  • Reporting and analytics with Amazon Connect
  • Amazon Lex and self-servicing overview
  • Third-party integrations
  • Front-end analysis of custom Admin Portals and Amazon Connect CCP (softphone)
  • AWS environment strategy
  • CI/CD recommendations

Upon completion of a health check, you will receive a detailed report summary of your current implementations, identified areas of improvement, and suggestions on how to improve using additional Amazon Connect features.

Keep your Contact Center healthy with Perficient Managed Services

Now that your contact center is healthy, there is more to consider to sustain this health. Many businesses believe that the only option for contact center IT services is their in-house IT team, but this is not necessarily the case. With managed IT services, you can focus on what your business does best, while the experts take care of your contact center. For companies of any size, managed services can be a wise decision to save money and get more work done than ever before.

Perficient offers the Amazon Connect Managed Services team dedicated to ensuring that proactive measures are implemented while monitoring performance and continuously maintaining best-practice deliverables. The Managed Service Offering team is here to make sure your contact center remains healthy by investigating issues and proactively monitoring for system errors with the goal of preventing failures – especially failures that result in increased costs. They also assist with implementing any slight configuration changes such as prompts changes, IVR options changes, and hours of operations changes.

There’s no need to train your internal IT team on Amazon Connect once you hire us as your dedicated experts. Imagine an outage at 3 am, but your internal IT team starts their shift at 7 am. With Managed Services, you don’t need to worry about availability. Our 24×7 engineering team is available for you in case of an issue that needs to be immediately resolved.

If you want to maintain a continuously healthy Amazon Connect contact center, Perficient MSO is, without a doubt, your best choice. Click here to learn more about Perficient MSO in my previous blog post.

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Ivana Jergovic

Ivana Jergovic is a Technical Account Manager at Customer Engagement Solutions. She is working on AWS and Twilio platforms and is based in the Toronto office.

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