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Considerations When Moving to Amazon Connect | Cloud Fundamental
When businesses come to us for help with Amazon Connect and AWS, we often address a variety of considerations beyond just security, agent efficiency, and reporting. Here’s an expanded look at how we approach the process holistically.

Security: Protecting Your Data and Customers

Security remains a top priority, especially when dealing with customer data. We design solutions that leverage end-to-end encryption, Identity and Access Management (IAM), and multi-factor authentication (MFA), ensuring your data is always safe. Our approach also incorporates real-time monitoring and compliance with industry standards like GDPR, PCI-DSS or other relevant regulations. With AWS, the foundation for security is solid, but our expertise ensures it’s tailored to your specific needs.

Enhancing Agent Efficiency

Boosting agent productivity is a common goal for many of our clients. By integrating Amazon Connect with your CRM, ticketing systems, or other third-party apps, we create a seamless environment where agents have everything they need in one place. With dynamic skill-based routing, agents are paired with the right customer, reducing time spent on each interaction. We also implement AI-powered chatbots and automation to handle routine inquiries, freeing up agents to focus on higher-value tasks.

Reporting for Better Decision-Making

Our clients often need deeper insights into their customer service operations. We set up custom dashboards and integrate Amazon Kinesis or Amazon QuickSight to offer real-time and historical reporting. Whether you’re tracking agent performance, call resolution rates, or customer satisfaction, we ensure you have access to actionable data. We can also incorporate machine learning models to predict trends, giving you a future-ready perspective.

Supporting Remote Work and BYOD (Bring Your Own Device)

The trend toward remote working has become the new normal, and Amazon Connect is built to support distributed teams. We design solutions that allow your agents to work securely from home or on the go, whether they’re using company-provided hardware or BYOD setups. With Amazon Connect, you don’t need expensive, complex on-premise setups; agents can connect via secure internet connections using nothing more than a web browser and a headset. We ensure VPNs, identity management, and remote access protocols are robust to maintain security even with a distributed workforce.

Connectivity and Planning for Uptime

One often overlooked but crucial aspect of implementing Amazon Connect is connectivity planning. We work closely with you to assess your bandwidth needs, ensuring your internet connections can handle the expected load. We plan for high availability by setting up AWS regions and availability zones, minimising downtime and ensuring your contact centre remains operational even in the event of an outage. Whether it’s setting up backup routes or ensuring global availability, we take proactive measures to maximise uptime and ensure seamless customer service.

Scalability and Cost Management

As your business grows, so too will your contact centre requirements. Amazon Connect’s pay-as-you-go model is highly scalable, but managing costs effectively is essential. We help you optimise your setup so that you only pay for what you use, balancing scalability with cost control. Whether it’s adding more agents, incorporating additional services like Amazon Lex for automated responses, or expanding your customer support across regions, we ensure your system scales efficiently without overspending.

Integration with Existing Systems

Another major consideration is how Amazon Connect will work with your existing systems. We ensure smooth integration with your CRM, ticketing systems, or any other essential tools. This reduces friction for your agents, allowing them to access all the information they need in one place. By implementing AWS Lambda functions, we can automate workflows, trigger actions across systems, and even use Amazon Lex to handle customer requests through AI-powered chatbots, without disrupting your current processes.

Disaster Recovery and Backup

A critical component of any cloud solution is planning for disaster recovery. With Amazon Connect, we help you establish a solid backup and disaster recovery plan, ensuring minimal downtime in case of an unexpected outage. AWS offers a variety of tools like S3 and Glacier for data backup and recovery, and we design systems to meet your recovery time objectives (RTO) and recovery point objectives (RPO).

Ongoing Support and Training

We don’t just implement the solution and leave you to it. As part of our services, we offer ongoing support, monitoring the system for any issues and continuously optimising it to ensure you’re always getting the most out of Amazon Connect. We also offer training sessions for your staff, so they can effectively use the system and adjust to new features as they are rolled out. We provide detailed documentation and are always on hand to troubleshoot or make updates as your business needs evolve.

The Bottom Line

When moving to Amazon Connect, there are numerous considerations—security, remote work support, agent efficiency, and reporting capabilities are just the beginning. By working with us, you benefit from our deep experience in designing and implementing custom Amazon Connect solutions that fit your unique needs. Whether it’s ensuring your agents are equipped to work from home securely or giving you advanced insights into your customer interactions, we provide the expertise to make your transition smooth and your operations more efficient.
We don’t just implement the tools—you get a tailored system, designed from the ground up, to scale, optimise, and secure your business operations. Reach out to us for a consultation, and let’s discuss how we can help you make the most out of your Amazon Connect migration!
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UK Cloud Awards Finalist | Cloud Fundamental

We are honoured to have been announced as a UK Cloud Awards finalist for the best public sector/3rd sector project for our partnership with MTCnovo. These awards celebrate the diversity, innovation, excellence, customer experience and digital transformation powered by the cloud industry. The winner will be announced on 16th May and although a win would be fitting recognition for the hard work that went into delivering this trailblazing project, we are delighted to have been listed amongst some of the best in our industry.

The project

MTCnovo, operators of the London and Thames Valley probation service engaged Cloud Fundamental to design a scalable and secure hosting platform. This platform needed to accommodate their new CMS and reporting solutions which would communicate directly with MoJ’s central systems to retrieve and update central offender records. Offender data is classified as Official (up to Official-Sensitive) and communication would be across the Public Services Network (PSN) Protect network using the MoJ’s Strategic Partner Gateway (SPG) to allow messages to be passed securely between the parties.

Cloud Fundamental needed to prove the public cloud would provide a low cost platform that could scale with business needs, replacing traditional high upfront infrastructure expenses. Crucially, the solution needed to be designed without compromising security and meet the requirements of the MoJ security accreditor.

Cloud Fundamental’s technical knowledge and decades of experience enabled them to compile a valid and credible design that mitigated risk and challenged security misconceptions about the public cloud. With this expertise and much perseverance, Cloud Fundamental completed a 3 month proof of concept phase in December 2017.

This successful delivery provided a full code deployment that proved the application could function at a performant level within AWS, subsequently achieving full accreditation and approval to migrate Official Sensitive MoJ workloads and connect to the PSN (Protect).

“Cloud Fundamental rose to the challenge of hosting a CMS and reporting solution with official-sensitive data in a public cloud, delivering a government-accredited, PSN-certified, secure solution in AWS; a first in the UK.”
Chris Martin – CTO, MTCnovo

About Cloud Fundamental

Cloud Fundamental’s reputation and continued success is the result of unrivalled technical expertise in the design and implementation of secure solutions in both the private and public sector. Their technical team has a wealth of experience and are recognised for their successful implementations and unsurpassed service levels.

As an AWS Advanced Certified Partner, they specialise in delivering secure, public cloud deployments – from small scale cloud pilots to phased mass migration. Able to work to strict timeframes and within tight budgets, their services range from initial technical guidance and advice to end delivery of full cloud migrations.

Dedication, commitment and flexibility are the cornerstone of Cloud Fundamental’s approach, ensuring they are the preferred business partner on an increasing number of cloud migrations.

Cloud Fundamental – AWS Trusted Partner and Cloud Delivery Consultancy

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Introducing Cloud Fundamental, AWS Public Sector Partner | Cloud Fundamental

About Cloud Fundamental

Cloud Fundamental’s reputation and continued success is the result of unrivalled technical expertise in the design and implementation of secure solutions in both the private and public sector. Their technical team has a wealth of experience and are recognised for their successful implementations and unsurpassed service levels.

As an AWS Advanced Certified Partner, they specialise in delivering secure, public cloud deployments – from small scale cloud pilots to phased mass migration. Able to work to strict timeframes and within tight budgets, their services range from initial technical guidance and advice to end delivery of full cloud migrations.

Dedication, commitment and flexibility are the cornerstone of Cloud Fundamental’s approach, ensuring they are the preferred business partner on an increasing number of cloud migrations.

Cloud Fundamental – AWS Trusted Partner and Cloud Delivery Consultancy

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AWS Consulting Partner | Cloud Fundamental

By continuing to demonstrate our deep technical skills and expertise in designing and supporting AWS deployments, we are pleased to announce that Cloud Fundamental has reached AWS Advanced Partner level.

Having now helped even more customers migrate their public and/or private sector workloads to AWS, whilst offering first class support and maintenance during conceptual testing through to production phases; we are delighted that AWS has formally recognised our ongoing commitment.

 

About Cloud Fundamental
Cloud Fundamental’s reputation and continued success is the result of unrivalled technical expertise in the design and implementation of secure solutions in both the private and public sector. Their technical team has a wealth of experience and are recognised for their successful implementations and unsurpassed service levels.

As an AWS Advanced Certified Partner, they specialise in delivering secure, public cloud deployments – from small scale cloud pilots to phased mass migration. Able to work to strict timeframes and within tight budgets, their services range from initial technical guidance and advice to end delivery of full cloud migrations.
Dedication, commitment and flexibility are the cornerstone of Cloud Fundamental’s approach, ensuring they are the preferred business partner on an increasing number of cloud migrations.

Cloud Fundamental – AWS Trusted Partner and Cloud Delivery Consultancy

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Sky Business Hour | Cloud Fundamental

Cloud Fundamental were approached to contribute to Sky business hour’s documentary focused on digitising the public sector. The documentary, broadcast in December 2018 explores the governments ‘cloud first’ policy, the appetite the public sector has to embrace emerging technology and how this technology has already enhanced services in this sector.

Sky Business Hour | Cloud Fundamental

Sky Business Hour | Cloud Fundamental

Supported by Chris Hayman, Head of UK&I Public Sector at AWS, Cloud Fundamental’s executive team spoke not only about their experience of delivering cloud consulting solutions to this sector through current, live projects, but also from their decades of experience in supporting government technology transitions.

Watch the documentary here:

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Government Backs Cloud Fundamental

AWS cloud consultancy added to Government frameworks

Cloud Fundamental is pleased to announce that it has been accepted onto two of the UK Government’s procurement marketplace frameworks; G-Cloud 10 and Digital Outcomes and Specialists 3. These digital marketplaces are utilised by public sector organisations to source cloud technology and specialist services for digital projects, saving on the time and cost of entering into individual procurement contracts.

Users of the G-Cloud framework now have access to Cloud Fundamental’s AWS Platform Services. Here, experts in the setup and deployment of secure cloud platforms, including optimising designs for successful IT Health Checks and security accreditation are readily available for clients that are connected to central government networks, such as the PSN. G-Cloud has also launched Cloud Fundamental’s PSN as a Service. This advanced service delivers Government departments wanting to host their services in AWS London Region secure connectivity to the PSN network. The service provides a secure gateway solution to the PSN and scalable connectivity on a pay per use model. Features include

  • Secure connectivity to the PSN from AWS London Region
  • Secure gateway on perimeter for customer access to the PSN
  • Access AWS features; load balancing, multiple availability zones and DNS
  • Uses PSN IP ranges which can be accessed from PSN.

 

Digital Outcomes and Specialists suppliers provides the public sector buyers services and or specialists to deliver a specific piece of work by means of a ‘call off’ contract. Cloud Fundamental’s team capabilities that are now available through this framework include cloud security, service delivery, cloud-based service development and support. These services can be delivered on or offsite.

About Cloud Fundamental

Cloud Fundamental’s reputation and continued success is the result of unrivalled technical expertise in the design and implementation of secure solutions in both the private and public sector. Their technical team has a wealth of experience and are recognised for their successful implementations and unsurpassed service levels. As an AWS Certified Partner, they specialise in delivering secure, public cloud deployments – from small scale cloud pilots to phased mass migration. Able to work to strict timeframes and within tight budgets, their services range from initial technical guidance and advice to end delivery of full cloud migrations. Dedication, commitment and flexibility are the cornerstone of Cloud Fundamental’s approach, ensuring they are the preferred business partner on an increasing number of cloud migrations.

Cloud Fundamental – AWS Trusted Partner and Cloud Delivery Consultancy[

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