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Amazon Connect Managed Service

Amazon Connect Managed Services provides ongoing administration, optimization, and support for your Amazon Connect contact center. This service ensures your environment remains secure, up-to-date, and aligned with evolving business needs—covering tasks like user management, call flow updates, performance monitoring, reporting enhancements, and issue resolution. It enables you to focus on delivering exceptional customer experiences while experts handle the technical operations

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About

With extensive experience delivering Amazon Connect solutions and providing managed service support across industries like government, commercial, and higher education, we bring both technical expertise and industry insight to every engagement. Our goal is to deliver flexible, reliable, and expertly managed services that help our clients thrive.

Benefits

ScaleCapacity's Connect MSP delivers comprehensive, expert support for your Amazon Connect implementation, ensuring you maximize value from your AI-powered omnichannel contact center platform. Our team of certified Amazon Connect specialists provides end-to-end support across four key service areas:

Expert Advisory Services: On-demand access to our Connect specialists who can answer technical questions, provide best practice guidance, assist with agent or supervisor training, and help troubleshoot issues to minimize disruption to your customer experience operations.

Implementation Support: Hands-on assistance with configuration changes, feature activation, and system integrations, including new capabilities like email, SMS, GenAI, advanced reporting, or workforce management.

Innovation & Feature Adoption: Regular consultations on newly released Amazon Connect capabilities, including AI-powered tools for self-service, agent assistance, analytics, and automated follow-up Amazon, with customized recommendations for implementing features that align with your business objectives.

Strategic Business Reviews: Data-driven analysis of your Connect implementation, including ticket trend analysis, performance optimization recommendations, and strategic planning to continuously keep your costs in check and enhance your customer experience capabilities

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