Managed Services for Amazon Connect
Keep your Amazon Connect contact center fast, stable, and always improving.
Data Sleek’s Managed Services for Amazon Connect combine operations, optimization, and AI tuning so your contact center keeps delivering ROI long after go-live.
- Why Managed Services
Don’t just launch. Continuously improve.
- You don’t have a large internal Connect team, but your CX is mission critical.
- You need someone to own config, releases, routing changes, and analytics.
- You want ongoing tuning of IVR/IVA, Agentic AI, and Contact Lens—not a one-time setup.
- You’re under pressure to control costs, stay compliant, and hit KPIs every month.
- What We Manage
Run, optimize, and secure your Amazon Connect estate
Run & Support
- L1–L3 operational support (config changes, flows, users, profiles)
- Incident management and root cause analysis
- Health checks on channels, routing, and integrations
- Scheduled maintenance and change windows
- Scalable
- Secure
Continuous CX Optimization
- Tuning of IVR/IVA and self-service journeys
- Queue/routing optimization based on live metrics
- Experimentation and A/B testing on flows and prompts
- Backlog management in partnership with your operations team
Analytics, QA & Reporting
- Contact Lens configuration and category tuning
- Auto evaluations and QA workflows
- Executive dashboards (SLA, AHT, containment, transfers, CSAT proxies)
- Monthly/quarterly performance reviews and recommendations
- Scalable
- Secure
AI & Agentic Experience Tuning
- Amazon Q in Connect use case management and expansion
- Agent Assist and guided flow refinements
- Knowledge source curation and guardrail adjustments
- Wrap-up automation, note summaries, and disposition suggestions
Governance, Security & Cost Control
- Role-based access control and configuration guardrails
- Versioning and change logs for all flows and prompts
- Compliance-aligned recording and retention strategies
- Cost and usage optimization across regions, channels, and features
- Scalable
- Secure
- Engagement Models
Fit the model to your scale and maturity
Essential Managed Services
Core run, support, and light enhancements for single-region or early-stage deployments.
Advanced Managed Services
Multi-region operations, regular feature rollout, ongoing optimization, and AI/analytics tuning.
Co-Managed Model
Data Sleek shares responsibilities with your internal team: we handle complex changes; you own day-to-day tweaks.
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- How We Onboard You
Onboarding in 3 simple steps
Discover & Align
We review your current Connect setup, integrations, SLAs, and KPIs, and define roles and boundaries.
Stabilize & Standardize
We fix quick wins, document flows, and set up monitoring, dashboards, and change controls.
Optimize & Innovate
We move into a rhythm of monthly/quarterly improvements across CX, AI, QA, and cost.
- Metrics We Care About
Managed services that are measured, not vague
- Reduced incidents and faster time-to-fix
- Improvements in self-service containment and AHT
- Higher QA coverage and coaching effectiveness
- Predictable run costs and better AWS utilization
- Higher agent satisfaction with tools and workflows
- Ideal Add-ons
Extend even more value from Managed Services
- Pair Managed Services with SleekCopilot for Connect for ongoing Agentic AI enhancement.
- Use vertical packs (SleekCare, SleekTravel, SleekFinance) as blueprints for new journeys and channels.
Want Amazon Connect to keep getting better every quarter?
Let Data Sleek run and continuously improve your Amazon Connect environment so your team can stay focused on strategy and customers.
