Guided Care for Amazon Connect

Not a handoff.
Not a goodbye.

Ongoing optimization, issue support, reporting, admin guidance, and roadmap help after launch — from the same senior architects who built your instance.

Discuss Guided CareBook a 30-minute session

AWS Partner, Advanced Tier ServicesFixed-fee and annual care packages available

Illustrative care year

What's Included

Keep Your Connect Instance Running Well

Most teams need help after go-live — not a handoff and a goodbye. Guided Care fills that gap.

Discuss Guided Care

  1. Senior Architect Access

    Direct access to senior architects for questions, troubleshooting, and strategic guidance — prioritized alongside your backlog.

  2. Reporting & Analytics

    Queue performance reviews, dashboard tuning, and supervisor reporting improvements.

  3. Optimization Backlog

    Prioritized list of routing, IVR, and workflow improvements delivered incrementally.

  4. Minor Enhancements

    Queue changes, holiday schedules, prompt updates, and small flow modifications.

  5. Admin Guidance

    Help your internal team manage Connect confidently — permissions, configs, and best practices.

  6. Training Refreshers

    Agent and supervisor training for new staff, seasonal hires, and feature rollouts.

Optimization backlog

Your backlog keeps moving.

Prioritized list of routing, IVR, and workflow improvements delivered incrementally.

Support, optimization, training, and minor enhancements are delivered through a shared annual scope tailored to your environment.

Guided Care backlog

Illustrative

Requested 4

Tune supervisor dashboardReporting
Simplify main IVR menuRouting
Seasonal agent trainingTraining
Review roles and permissionsAdmin

In progress 1

Refresh IVR promptsEnhancement

Shipped 2

Holiday schedule updateEnhancement
New queue for a new programEnhancement

    Engagement Model

    Annual Care Packages

    Guided Care is structured as an annual engagement with ongoing advisory access, a managed optimization backlog, and defined response expectations.

    Support, optimization, training, and minor enhancements are delivered through a shared annual scope tailored to your environment. We work alongside your internal team, not as a black-box managed service provider.

    Fixed-fee and annual care packages available.

    Ideal for teams who

    • Recently launched Amazon Connect and need ongoing help
    • Lack dedicated Connect admin capacity internally
    • Want a trusted partner for seasonal changes and optimizations
    • Are planning AI add-ons and need senior architecture guidance
    • Inherited a Connect instance and need a rescue partner

    Start a conversation

    Need Support After Go-Live?

    Talk to us about Guided Care for your Amazon Connect instance.

    Discuss Guided CareBook a 30-minute session

    Prefer email? info@guidedreach.com