Managed Contact Center Services

Your Amazon Connect Contact Center. Built and Operated by DrVoIP.

We create it. We operate it. You focus on your customers.

DrVoIP designs, builds, and operates your Amazon Connect contact center on your behalf. From the initial setup to ongoing platform operations, you have a technical partner responsible for the environment and the agreed day-to-day work.

Discuss Your Managed Contact Center Explore Managed Services

Build: A contact center shaped around your business
Operate: DrVoIP manages the agreed daily operations
Improve: Changes guided by your operational needs

Support engineer, administrator, and customer connected through monitoring and coaching

Standard Consulting Partner since 2017

Built and Operated for You

A managed contact center, from the first plan to daily operation

Managed service means DrVoIP creates the contact center and operates it on your behalf. It brings the build and the ongoing work together under an agreed scope, with clear responsibilities from the start.

Create the Contact Center

Designed around the way your business works

We work with you to understand how customers reach your team, what agents need, and how calls and other channels should be handled. That becomes the plan for your Amazon Connect environment.

Plan the contact flows, queues, routing, and access your team needs
Configure and build the agreed Amazon Connect solution
Test the customer and agent experience before launch

Discuss Your Contact Center

Operate on Your Behalf

An ongoing operator for your Amazon Connect environment

Once the contact center is live, DrVoIP handles the platform operations defined in your managed service agreement. Your team has a clear point of contact for the environment and the changes needed to keep it aligned with the business.

Manage the agreed day-to-day platform administration
Review performance and make agreed operational changes
Coordinate troubleshooting, maintenance, and ongoing improvements

Explore a Managed Service

How We Work Together

A clear path from requirements to an operating contact center

We agree what success looks like, build the environment, and put the operating responsibilities in writing. The result is a contact center with a defined plan for both launch and ongoing management.

01 · Discover

Define the service and responsibilities

Review your goals, customer journeys, channels, and operational needs. Agree what DrVoIP will manage, what your team will retain, and how requests and changes will be handled.

02 · Build & Launch

Create and test the contact center

Configure the agreed solution, validate routing and access, and prepare for launch. Your team sees how the contact center will work before it becomes the live customer experience.

03 · Operate & Improve

Manage the environment as needs evolve

DrVoIP operates the environment within the agreed scope, reviews operational needs, and coordinates changes. Regular communication keeps the service aligned with the way your business works.

Client Relationships

Trusted by the teams we work with

Clients value a system that works for their teams and a technical partner they can rely on. Here is what they have shared about working with Peter and DrVoIP.

Hi Peter,

I wanted to give you a sincere thank you for all you’ve done for our company.

Your system really worked well for our call center team and it was very much appreciated.

At times we needed your technical assistance and you were always there and always fixed the issue!

All my best and a sincere thank you for all you do!

Lynn BlackwellDirector, IT ApplicationsHadassahThe Women's Zionist Organization of America, Inc.

“DrVoIP has taken a very hands on approach to implementing our needs as we work to develop a replacement helpdesk solution. Our Helpdesk staff is very particular in their demands and DrVoIP has shown great flexibility in producing or adapting solutions to meet these. Additionally they provide regular status updates are always available to hop on a conference call to hash out any issues.”

Brian CoxIT Director, ASMR

“The cost savings of moving to AWS Connect has been huge and we look forward to a continued relationship with DrVoIP and taking advantage of new features in Connect!”

Sean KennedyIT Manager, FMG Suites

Read the full FMG Suites and ASMR case studies ›

Looking for Technical Support?

If your team runs the contact center, support is a different service

When you manage your own Amazon Connect environment and need help with an issue or a specific change, technical support may be the right fit. A managed service is the ongoing arrangement for DrVoIP to create and operate the contact center on your behalf.

Explore Support & Pricing

Common Questions

Frequently asked questions

How is a managed service different from technical support?

With a managed service, DrVoIP creates the contact center and operates the agreed environment on your behalf. With technical support, your own team operates the environment and asks DrVoIP for help with specific problems or changes.

Can we discuss an existing Amazon Connect environment?

Yes. Start with a review of your current environment and the work you want DrVoIP to take on. Any transition into a managed service should define access, responsibilities, and the handover before operations change.

What is included in the managed service?

The service scope is agreed around your contact center. It defines the build, platform administration, operational tasks, maintenance, reporting needs, and change process that DrVoIP will handle, along with responsibilities retained by your team.

How is managed service pricing agreed?

We review your requirements and operating responsibilities before setting out the service scope and costs. Your proposal should make the AWS usage costs and DrVoIP service charges clear before you commit.

Are operating hours and responsibilities agreed in advance?

Yes. The agreement should identify coverage hours, escalation arrangements, access, staffing responsibilities, and any additional services. These are defined for your engagement rather than assumed from a general service description.

Practical reading on contact center operations

Ready for a contact center DrVoIP builds and operates for you?

Tell us what your contact center needs to do and what you want DrVoIP to manage. We will discuss the requirements, responsibilities, and next steps for a managed service.

Discuss Your Managed Contact Center

844-4DrVoIP (844-437-8647)grace@drvoip.com

Your Amazon Connect Contact Center. Built and Operated by DrVoIP.

A managed contact center, from the first plan to daily operation

Designed around the way your business works

An ongoing operator for your Amazon Connect environment

A clear path from requirements to an operating contact center

Define the service and responsibilities

Create and test the contact center

Manage the environment as needs evolve

Trusted by the teams we work with

If your team runs the contact center, support is a different service

Frequently asked questions

Practical reading on contact center operations

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Amazon Connect Historical Reporting and Query Language!

Ready for a contact center DrVoIP builds and operates for you?

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