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Amazon Connect Customer Managed Services Offerings

Whether you are looking for a partner to guide you while migrating to Amazon Connect Customer, or a long-term partner to help you optimize your contact center, USAN offers managed services custom built for your unique goals. 

CX Evolve 90

De-risk your contact center migration with this 90-day go-live program for every Amazon Connect Customer implementation.

What's included:

  • On-call incident management from our 24/7 Amazon Connect operations service center
  • Defect identification, management, and resolution
  • Up to 5 post go-live Amazon Connect configuration changes
  • AWS billing and cloud spend optimization review
  • Stakeholder business outcome and metric review

Starting at $26,000

 

CX Evolve Managed Services

A long-term Amazon Connect Customer managed services relationship, keeping your contact center performing at its best.

What's included:

  • 24/7 proactive alert monitoring
  • Third-party software integrations review
  • AI and AWS innovation roadmap review
  • Dedicated Technical Account Manager (TAM), including:
    • Change management service requests
    • Amazon Connect platform management and maintenance
    • Amazon Support tier 3 liaison for incident resolution

Pricing based on Amazon consumption, request a quote.

Call center managed services for Amazon Connect

Not Sure Which Amazon Connect Managed Service Is Right for You?

Choose CX Evolve 90 if you're approaching go-live and need expert Amazon Connect Customer support through your first 90 days to launch smoothly and confidently.

Choose CX Evolve Managed Services if you want an ongoing Amazon Connect managed services partner to keep your environment running, improving, and evolving long after launch.

Choose both if you want a seamless journey — from Amazon Connect go-live through long-term optimization — with the same expert team by your side.

Why Choose USAN for Your Amazon Connect Managed Services?

Move the metrics with managed services
Managed Services That Move the Needle
Onboard agents 25% faster, increase agent productivity 20%, and improve agent satisfaction 30% — because a well-managed Amazon Connect environment makes every agent's job easier.
USANs team are experts on Amazon Connect
36+ Years of Contact Center Expertise

Deep AWS knowledge meets 30+ years of real-world CX experience -  that means faster decisions, smarter configurations, and a partner who understands your world.

Increase your teams capacity
Increased Team Capacity

USAN takes the operational weight of managing your contact center infrastructure off your team, so our can focus on improving customer experience. 

Proactive managed services
Proactive 24/7 Monitoring

With 24/7 monitoring and continuous environment reviews, we keep your Amazon Connect contact center running at its best.

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Designed for Your Business

Every Amazon Connect environment USAN manages is purpose-built — configured around your workflows, your industry, and your customers, not a generic template.

Bar chart showing upward growth icon
Built to Scale

Designed to grow with your business, easily adapt to new countries, additional business units, acquisitions, and organic growth.

CUSTOMER SUCCESS STORY

OpenLoop Health

A next generation healthcare company, OpenLoop brings access to medicine to people everywhere as the nation’s top white-label digital health infrastructure provider. When preparing to migrate to Amazon Connect Customer, OpenLoop turned to USAN to streamline the implementation process and bring the power of AI into their environment.

"USAN really understood an ecosystem we were totally unfamiliar with with Connect," said Curtis Olson, Chief Technology Officer at OpenLoop. "Bringing that expertise really gave us a lot more confidence as part of this migration, which was, you know, scary for a business of our scale." 

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Looking for a partner to manage your Amazon Connect Customer environment?

Schedule time with our CX experts today to get started now.

FAQs

1. Do you provide 24/7 Amazon Connect monitoring and support?

Yes. Both service tiers include 24/7 monitoring through USAN’s Amazon Connect operations center, helping identify and address issues around the clock, not just during standard business hours.

2. Can USAN manage our contact center incidents and configuration issues?

Yes. USAN provides on-call incident management from day one, including defect identification, troubleshooting, and resolution. Our team works directly to resolve Amazon Connect issues quickly, rather than letting critical problems sit in a ticket queue.

 

3. Does USAN provide support if something goes wrong after an Amazon Connect implementation?

Yes. Every implementation includes CX Evolve 90, a 90-day post-go-live support program designed to identify, troubleshoot, and resolve issues during the critical period after launch. This helps your team stabilize the Amazon Connect environment and address problems quickly as real-world usage begins.

4. How do managed services reduce the workload on our team?

USAN handles the day-to-day operational and technical management of your Amazon Connect environment, including ongoing maintenance, issue resolution, and platform support. This reduces the burden on internal teams so they can fully focus on customer experience and strategic priorities instead of platform maintenance and firefighting.

5. Can USAN help optimize our AWS costs?

Yes. CX Evolve 90 includes a dedicated review of AWS billing, cloud usage, and spend to help identify potential cost optimization opportunities. Long-term managed services customers also receive ongoing attention to usage patterns and cloud costs as their Amazon Connect environment evolves.

6. Does USAN provide ongoing contact center maintenance and management?

Yes. CX Evolve Managed Services provides continuous Amazon Connect platform management, maintenance, monitoring, and support beyond the initial go-live period. This gives your team ongoing operational support as the environment evolves, rather than relying only on short-term, reactive assistance.

7. Can USAN manage Amazon Connect configuration changes and updates?

Yes. CX Evolve 90 includes up to five post-launch configuration changes to help fine-tune your Amazon Connect environment after go-live. Long-term CX Evolve Managed Services also includes ongoing change management support, coordinated through a dedicated Technical Account Manager.

8. Does USAN provide ongoing support for third-party integrations?

Yes. CX Evolve Managed Services includes ongoing monitoring and review of third-party integrations connected to your Amazon Connect environment. This helps ensure critical systems and applications continue working reliably as your environment continue to evolve over time.

9. Can USAN help plan and implement new AI capabilities in Amazon Connect?

Yes. Long-term CX Evolve Managed Services customers receive regular AI and AWS innovation roadmap reviews to evaluate new capabilities, prioritize opportunities, and plan future enhancements. This helps organizations adopt new Amazon Connect and AI features strategically as their contact center evolves.

10. What's included in the first 90 days of CX Evolve 90?

The first 90 days cover 24/7 incident management, defect identification and resolution, and up to five post-launch configuration changes. It also includes a full AWS cost and usage review, plus a stakeholder session focused on business outcomes, performance metrics, and opportunities to optimize your Amazon Connect environment.

11. Can we continue Amazon Connect managed services with USAN after the 90-day period?

Yes. Many customers transition from CX Evolve 90 into CX Evolve Managed Services for ongoing monitoring, optimization, support, and access to a dedicated Technical Account Manager. This provides long-term operational support as your Amazon Connect environment continues to evolve.

12. How does USAN catch issues before they affect customers?

USAN's team continuously monitors your Amazon Connect environment to identify potential issues before they disrupt customer interactions. When problems are detected, our team can investigate and address them quickly, helping reduce downtime, prevent service disruptions, and protect the customer experience.

13. Do you provide a dedicated technical account manager?

Yes. CX Evolve Managed Services includes a dedicated Technical Account Manager (TAM) who helps coordinate change requests, ongoing Amazon Connect platform management, and technical support. Your TAM also serves as a direct escalation point when issues require additional support from AWS.

14. Can managed services scale as our contact center grows?

Yes. CX Evolve Managed Services is designed to support growth as your Amazon Connect environment expands across new regions, business units, or acquisitions. USAN helps manage that growth within your existing cloud environment, reducing the need for separate infrastructure projects each time your contact center scales.

15. How is pricing structured for CX Evolve 90 and Ongoing CX Evolve Managed Services?

CX Evolve 90 starts at $26,000 for the full 90-day program. Ongoing CX Evolve Managed Services pricing is based on your Amazon Connect usage and environment, allowing USAN to provide a customized managed services plan and quote based on your specific needs.