How an Amazon Connect project runs, where you decide – and what you hold in your hands after every phase.
CX-Routes is newly founded. It would be easy to fill this space with testimonials or case studies – we deliberately don't. Projects from previous employment belong to the former employer and are not CX-Routes references. Presenting them as such would be neither accurate nor fair.
What we show instead is how we work. Below you can see how a project is structured, where the decision points sit and what deliverable exists at the end of each phase. Once the first Amazon Connect engagements under CX-Routes are complete and cleared for publication, real case studies will appear here.
Our professional background – certifications, technologies and career – is on the About page.
Five phases. After each one there is a decision – you never commit blindly to a whole programme.
Capturing the current state: call volumes, peak times, routing logic, connected systems, telephony contracts and number portability. The result is a defensible picture instead of a guess.
Deliverable: assessment report with an effort and cost envelope
Target architecture, queue and routing concept, contact flow drafts, integration boundaries, permissions and retention model. Agreed before anything gets built.
Deliverable: solution design and an agreed implementation plan
Setting up the instance, contact flows, Lambda integrations, reporting and – where in scope – Lex, Contact Lens or Agent Assist. In iterations, with regular increments you can actually try out.
Deliverable: testable environment including documentation
Briefing for administrators and agents, number porting, parallel operation and a staged cutover with a defined fallback path. Support through the first days in production.
Deliverable: live operations with a briefed team
Optionally as a retainer: development of the routing architecture, optimisation of flow logic, configuration changes and review of operational metrics so that usage-based costs stay predictable.
Deliverable: stable operations, controlled costs
So you know what you are signing up for before the intro call.
A clearly bounded scope is quoted as a fixed price – that is what the packages are for. An open scope runs on a time basis. Packages and price bands are published on the services page.
Most of the work happens remotely. Workshops, go-live support and handovers also on site – DACH focus, available EU-wide.
For established AWS and Connect partners we work white-label with a clear split of responsibilities – as reinforcement, not competition.
In a free intro call we will assess your situation – and tell you frankly if Amazon Connect is not the right answer.
Request a free intro call