CDW’s Managed Services offer a range of capabilities, including: 

• Proactive Monitoring and Alerting: Continuously monitor the performance of your contact center to identify potential issues before they impact customer interactions. Real-time alerts provide immediate notification, allowing for prompt resolution and minimizing downtime.
• Expert Incident Management: Establish a robust incident management process to effectively handle and resolve issues and problems. CDW Managed Services possess the expertise and experience to quickly diagnose and address problems, ensuring seamless service continuity and minimizing customer impact.
• Administration and Operations: For example, MACD processes.

1. End User Access and permissions
2. Contact Flows
3. Call Queues
4. Routing profiles
5. Lambda functions
6. Lex Bot
7. Flow Logs
8. Contact Rules
9. Dashboards, Metrics and Post Call Analytics
10. SES and SNS Enables services

• **Optimizations: **Leverage data-driven insights to continuously optimize your contact center performance. CDW Managed Service analyze customer interactions, agent performance, and operational metrics to identify areas for improvement, leading to enhanced CX, and improved resource utilization. Unlock the Benefits of Managed Services By adopting CDW’s Managed Services for Amazon Connect, organizations can reap a multitude of benefits, including:
• Exceptional CX: Deliver seamless customer experiences with, desirable wait times, and enhanced agent interactions.
• Streamlined Operations: Eliminate the complexities of managing a cloud-based contact center, enabling organizations to focus on delivering exceptional CX.
• Reduced Risk: Mitigate risks associated with security, compliance, and system stability with expert oversight and proactive management.
• Continuous Improvement: Continuously refine your CX strategies and operations based on data-driven insights, ensuring long-term success.