Amazon Connect

Amazon Connect Consulting & Implementation

Design, build, migrate, and optimize Amazon Connect for public sector and enterprise teams — from government agencies and higher education to financial services, utilities, and high-volume contact centers.

Start your projectBook a 30-minute session

AWS Partner, Advanced Tier ServicesFounded by former AWS Amazon Connect specialists

Who it's for

Public Sector & Enterprise Contact Centers

Public sector

  • County and city agencies
  • Higher education institutions
  • Retirement and pension agencies
  • 311 and non-emergency service desks
  • Tax collector and licensing offices

Enterprise

  • Financial services and insurance contact centers
  • Utilities, energy, and water providers
  • Healthcare and member services organizations
  • Enterprise customer service and support operations
  • High-volume sales, service, and outbound teams

Problems we solve

Why Teams Come to GRS

  • Legacy PBX or contact center platforms (Avaya, Genesys, Cisco)
  • Poor routing, long hold times, and rigid IVRs
  • No real-time analytics or supervisor visibility
  • Limited remote-agent capability
  • Seasonal call spikes overwhelming staff
  • Expensive per-seat licensing and maintenance
  • Weak CRM and legacy system integrations

What we deliver

End-to-End Amazon Connect Delivery

  1. Design

    Architecture, queue strategy, routing logic, and migration planning.

  2. Build

    Instance setup, IVR flows, hours/holiday logic, recording, and reporting.

  3. Integrate

    CRM, ticketing, custom APIs, SOAP/legacy systems, and data platforms.

  4. Support

    Training, go-live hypercare, and ongoing Guided Care after launch.

Migration methodology

Seven phases. No big-bang cutover.

A phased approach that de-risks cutover from legacy platforms and keeps live operations running.

  1. Discover

    We inventory your current routing, IVRs, integrations, and reporting.

  2. Design

    Every component gets an Amazon Connect equivalent and a place in the cutover plan.

  3. Build

    Amazon Connect is built alongside your current platform, which keeps taking calls.

  4. Test

    Test calls run through every flow and integration before any agent moves.

  5. Pilot

    A first group of agents or queues goes live while everyone else stays put.

  6. Cutover

    The remaining queues and phone numbers move over in planned waves.

  7. Hypercare

    The same senior architects stay on after cutover to tune routing and fix issues fast.

  • PBX / ACD routing becomes Routing and queues
  • IVR system becomes Contact flows + Lex
  • Agent desktop becomes Agent workspace
  • Carrier trunks becomes Connect telephony
  • Reporting server becomes Real-time metrics

Integrations

Connect Your Existing Systems

  • Salesforce and ServiceNow
  • Custom REST APIs and webhooks
  • SOAP and legacy system adapters
  • CRM and ticketing platforms
  • Real-time wallboards and supervisor dashboards
  • Data platforms and reporting pipelines
Your existing systems, surfaced in the agent workspace.

AI add-ons

Practical Contact Center AI

View AI add-ons
  • Agent assist and real-time recommendations
  • Self-service bots and IVR deflection
  • Post-call summarization
  • Knowledge base / RAG for agents and customers
  • Outbound campaigns and SMS workflows

Start a conversation

Ready to Modernize Your Contact Center?

Book a 30-minute working session with a senior Amazon Connect architect.

Start your projectBook a 30-minute session

Prefer email? info@guidedreach.com