Seamless Operations for Your Contact Center
Optimize and support your Amazon Connect powered Contact Center with tailored expertise, real-time monitoring, and on-demand resources for exceptional customer experiences.
HOW WE WORK
01
Initial Consultation
Review Business & Operational Challenges, Discuss Future CX Goals
02
Strategy Development
Create a tailored plan that aligns with your business goals and desired outcomes.
03
Implementation
Seamlessly deploy cutting-edge solutions and technologies based on AWS.
03
Ongoing Support
Provide continuous collaborative support and guidance to ensure sustained success.
05
Optimization
Continuously monitor and provide recommendations to optimize for peak performance.
SUPPORT AND OPERATIONS OFFERINGS FOR CX
First Fire Cloud Care
Cloud Care provides personalized support that includes moves, add, changes, solution training, guidance, and collaborative assistance. Our service complements AWS Business or Enterprise Support by offering collaborative, hands-on support from customer experience solution focused team members.
Resource On Demand
Subscribe monthly for access to skilled AWS technical resources, including CX Consultants, AWS Architects, Cloud Developers, and Solution Builders on an as needed basis.
Staff Augmentation
We offer AWS experts on a full-time or fractional basis to fulfill your needs without hiring extra staff. Our team includes CX consultants, AWS architects, cloud developers, and solution builders.
Live Monitoring for Contact Center
Monitor call quality and web application response times in real-time using detailed dashboards. Quickly resolve any issues manually or through automated workflows with real-time service monitoring.
CASE STUDIES
State Government - Streamlining Contact Center Operations
PROBLEM
SOLUTION
RESULTS
State Agency, a growing contact center with increased need for channels also combined with that latest cloud technology from AWS was proving a lot to manage. After working with other partners, the state agency was recommended First Fire. As a new partnership, an current state analysis was completed, a get well plan and activation of First Fire Cloud Care.
- Improved operational response time by 3x for moves / adds / changes
- IT was able to gain complete alliance and trust from the business team
- Management cost of the contact center reduced by 10%
FREQUENTLY ASKED QUESTIONS
How can CloudCare Benefit My Business?
Dedicated contact center operations staff may not be needed full time, which limits their expertise as they work on other things. Our team is focused on contact center operations and works with contact flows and bots everyday. We provide the collaborative framework to support your staff.
Is CloudCare Suitable for Small Business?
Most importantly for small business, CloudCare provides access to expert resources without having to hire and continually train dedicated staff. Balance your subject matters leaders with CloudCare resources to maximize your customer service.
Can CloudCare Help Reduce Operational Costs?
Instead of paying for dedicated, expert , full time resources that have to conintually keep up with the rapidly growing contact center and AI service offerings, use our team. Based on a per agent and per automation that are under support our pricing model is highly effective with great value.
Will CloudCare Improve Customer Experience?
CloudCare is not just moves and changes but also ongoing training, guidance and road map recommendations as the AWS solution continues to rapidly add features. Take advantage of these features and continued education to improve your CX.
Where are Resources Based
Our team of support resources are all based entirely in the United States and are focused on AWS powered customer experience solutions.
AMAZON WEB SERVICES FOR CUSTOMER EXPERIENCE
