Amazon Connect implementation
Movigoo provides professional services to implement and configure Amazon Connect for companies that want to modernize their contact center and move it to the AWS cloud with automation and artificial intelligence.
What the service includes
As a technology integrator specialized in contact center and customer experience (CX), Movigoo designs, implements and takes the solution live in the customer's AWS account, with teams based in Latin America that work in Spanish, Portuguese and English.
Requirements workshops on the current contact center operation.
Design document approved by the customer: architecture, contact flows and IVR, queues and routing, integrations, security and reporting, with an AWS Well-Architected review.
Telephony and phone numbers, contact flows and IVR, queues, routing profiles, hours of operation, security profiles and users.
Chat and other digital channels, according to the agreed scope.
Voice and text bots with Amazon Lex for customer self-service.
Integrations with the customer's CRM, ticketing and business APIs through AWS Lambda.
Amazon Connect real-time and historical metrics, and monitoring with Amazon CloudWatch.
Functional and integration testing, load testing when volume requires it, and user acceptance testing (UAT) with the customer.
Training for administrators, supervisors and agents, with training materials.
Go-live with a rollback plan, in waves when applicable, and 2 weeks of hypercare with enhanced monitoring.
Reference architecture
Amazon Connect is at the center of the solution: it receives calls and chats, runs the flows and routing, and relies on complementary AWS services and on the customer's systems.
Complementary AWS services
AWS services we typically use alongside Amazon Connect.
Voice and text bots for self-service.
Integrations with the customer's systems and business logic.
Text to speech for IVR prompts.
Storage for recordings and transcripts.
Logs, metrics, alarms and monitoring of the solution.
Use cases
Migration of an on-premises contact center, or one on another platform, to Amazon Connect.
IVR and voice and text bots that resolve frequent requests and route to an agent when needed.
Omnichannel routing of voice and digital channels, integrated with the customer's CRM.
Analytics on service quality and the voice of the customer.
Artificial intelligence assistance for agents during customer interactions.
AWS value proposition
What customers gain by moving their contact center to Amazon Connect, in the AWS cloud.
No infrastructure of your own to buy or install.
No per-seat licenses: you pay for what you use.
Capacity follows demand peaks.
Built on AWS infrastructure.
Built on AWS infrastructure and controls.
Artificial intelligence capabilities built into the platform.
Target customer profile
Mid-size and large companies with an in-house or outsourced contact center operation.
Financial services and banking, retail and e-commerce, utilities and energy, telecommunications, education, healthcare, and contact center BPO/outsourcing.
Latin America (Chile, Peru, Colombia, Mexico, Argentina and Brazil) and Spanish- and Portuguese-speaking operations in the United States.
An on-premises platform at end of life or with licenses up for renewal, or the need to move to an omnichannel model, add automation and AI, or scale flexibly.
Team and AWS certifications
Before assigning the team for each project, we review a skills and certifications matrix by role.
AWS Certified Solutions Architect – Associate.
AWS Certified Cloud Practitioner and the Amazon Connect learning plan on AWS Skill Builder.
AWS Certified Cloud Practitioner or AWS Partner: Sales Accreditation (Business).
From discovery to support handover
An end-to-end process with a dedicated project manager. Reference duration: 8 to 12 weeks for a standard scope, adjusted in the SOW according to channels, integrations and number of agents.
Remote delivery, with on-site sessions when the project requires them, and weekly status meetings.
- 01
Initial contact
Directly or through AWS and its partner ecosystem.
- 02
Discovery workshop
We understand the customer's operation, goals and constraints.
- 03
Proposal and SOW
Technical and commercial proposal and statement of work (SOW) with objectives, in-scope and out-of-scope items, deliverables, acceptance criteria, schedule, team and change control. Signed before kickoff.
- 04
Phased implementation
With a dedicated project manager: kickoff, discovery and design, implementation, testing and training, and go-live with hypercare.
- 05
Handover to support
Knowledge transfer, as-built documentation, operations runbooks, administration guide, revocation of Movigoo's temporary access, and a signed handover and closure record.
What customers ask us before implementing Amazon Connect
01How long does it take to implement Amazon Connect with Movigoo?
For a standard scope, 8 to 12 weeks from kickoff to closure. The final timeline is set in the SOW according to channels, integrations and number of agents.
02Which AWS account does the solution live in?
The customer's AWS account. Movigoo deploys Amazon Connect, the bots, the Lambda functions, the integrations and the storage there; after handover, the customer owns and operates the entire solution.
03Does Movigoo need users or keys for our AWS account?
No. Movigoo accesses it only with temporary credentials, through a cross-account IAM role that the customer reviews and approves, with least-privilege permissions and MFA. We don't use IAM users or long-term access keys, and access is revoked at closure.
04Can you migrate our current contact center to Amazon Connect?
Yes. Migrating from an on-premises contact center or from another platform is one of the use cases of this offering. During discovery we validate phone number availability and porting in each country, because number porting can delay go-live.
05What happens after go-live?
There are 2 weeks of hypercare with enhanced monitoring. Once the exit criteria in the SOW are met (UAT approved, no open critical incidents and stable indicators), we run the knowledge transfer, deliver the as-built documentation and runbooks, and hand the operation over to support.
06How is Amazon Connect billed?
Amazon Connect is pay as you go, with no per-seat licenses. In the proposal we estimate usage with AWS Pricing Calculator, and we set up budget alerts with AWS Budgets.
Last updated: . Amazon Web Services, AWS, Amazon Connect and the names of other AWS services are trademarks of Amazon.com, Inc. or its affiliates.
30 minutes.Your operation.Real data.
We propose a 30-minute meeting to understand your current operation, your priorities and your decision horizon. With that, we define whether an agentic diagnostic on your real data makes sense: that is where agentic CX stops being a promise and becomes a number.
No generic demo. We start with your operation.