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Perficient’ s Amazon Connect Managed Service Offerings

Perficient’s Managed Service Offerings provide ongoing support, operations monitoring, and continued management of your Amazon Connect instance, to help minimize disaster risks and potential downtimes. We act as in-house IT with highly skilled specialization helping organizations overcome challenges associated with staffing, ongoing feature enhancements, and continued optimization.

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About

We understand that exceptional customer experiences rely on the efficiency, productivity, and reliability of your Amazon Connect solution. Whether our team can help supplement your in-house staffing capabilities, or offer a fully outsourced model to maximize your investment, our 24x7 dedicated team of experts ensures that proactive measures are implemented, while monitoring performance and continuously maintaining best-practice deliverables.

Utilizing our best-of-breed operational management practices, each managed service offering is designed to service a set of operational functions that are necessities for optimal performance.

Our Amazon Connect Managed Service Offerings:

Essentials Operations and Support Offering

24x7 x365 tiered-level technical support (L1-L3)

Performance health monitoring and incident management service

Amazon Connect platform troubleshooting and resolution

End-user/agent/supervisor training

Vendor Management- Liaison with Amazon support and other third party vendors as required

Dedicated Technical Account Manager

Monthly service performance delivery reporting

Semi-annual business review

Defined service level agreements

Custom Development Operations and Support Offering

24x7x365 Developer support for customizations

Support integrations with existing systems and other AWS products

Performance health monitoring of custom components with proactive customer notification

Release and deploy custom code upgrades to fix verified reproducible bugs

Release and deploy custom code upgrades to remain compatible with AWS service enhancements

Solution architecture documentation management

Monthly service performance delivery reporting

Defined service level agreements

Managed Moves, Adds, Changes, and Deletes Offering

Unlimited remote minor configuration adjustments of routine administrative tasks

Management of secure moves, adds, changes, or deletes within the platform

Defined service level agreement within 48 hours

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