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Amazon Connect is AWS's cloud contact center solution designed for businesses of all sizes. Built from AWS's own e-commerce operations, it handles over 10 million daily interactions across thousands of customers.
Key Features & Benefits
- Pay-as-you-go Pricing: Only cloud contact center solution with usage-based pricing
- Native AWS Integration: Seamless access to 200+ AWS services
- AI-Powered Features: Built-in capabilities with Lex, Polly, and Bedrock
- Global Reach: Support for 30+ telephony providers, 85+ inbound and 230+ outbound countries
- Omnichannel Support: Voice, chat, email, and text in one platform
- Easy Implementation: Drag-and-drop interface, no specialized IT resources needed
The Customer Service Opportunity is Massive
$20.1B
On-Prem Contact Center Migrations
$45.7B
Contact Center as a Service Applications by 2028
FAQ/Q&A Automation
- Chatbots for handling simple interactions
- Reduced agent workload
- Improved response times

Self-Service/Call Steering
- Conversational IVR
- Efficient call routing
- Reduced hold times

Advanced Interactions
- Virtual agents for 24/7 support
- Process automation
- System integration

Agent Experience Enhancement
- Real-time agent assist
- Performance insights
- Automated task management

Business
Intelligence
- Advanced analytics
- Quality management
- Capacity planning

How Mission Empowers Netfor's AI-Powered IVR Solution with Amazon Connect
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OBHG Streamlines Operations with Integrated Amazon Connect and ServiceNow Solution
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How a Financial Services Firm Cut Costs and Enhanced Customer Experience with Amazon Connect
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County Agency Transforms Contact Center in Three Weeks with Amazon Connect
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Lead with Pain Points
- High licensing fees
- Inflexible pricing
- Limited scalability
- Outdated technology
-
Focus on Customer Outcomes
- Improved CSAT scores
- Reduced costs
- Seasonal traffic handling
- Future-proof solution
-
Key Differentiators
- Immediate cost savings vs competitors
- Rapid deployment capability
- Native AWS integration
- Pay-as-you-go model
-
ROI Emphasis
- Cost comparison tools
- Vertical-specific ROI calculators
- Case study references
About Joel
Joel Suarez is a Principal Solutions Architect at CDW, specializing in Amazon Connect solutions. With his extensive experience in contact center technologies, Joel helps organizations transform their customer experience through Amazon Connect solutions.
The Mission and CDW partnership creates a powerful combination for AWS customers implementing Amazon Connect solutions. Mission brings deep AWS and gen AI expertise while CDW delivers enterprise-scale execution and specialized Connect knowledge, creating an end-to-end implementation powerhouse with proven success.

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How is Mission + CDW creating new opportunities for Amazon Connect customers?
Think of it as a superhero team-up—Mission brings deep AWS expertise, and CDW delivers scale, relationships, and execution power. Together, we're making Amazon Connect more accessible, scalable, and cost-efficient. Whether it's seamless cloud migrations, AI automation, or optimizing costs, this partnership brings the best of both worlds. And let's be real—who doesn't love a dynamic duo?
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How is AI changing Amazon Connect?
AI in 2025 is like a crystal ball that actually works. We're talking real-time sentiment analysis, agent assist, and predictive analytics that anticipate customer needs. Imagine a world where your contact center knows what customers want before they even say 'Hi'—that's where we're headed. And since AI is automating the mundane stuff, agents can focus on what really matters—people. A happy agent=a happy customer!
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A customer service pain point I solved that made me say, "This is why I do this"?
One word: Hold music (aka the eternal waiting room of doom). I worked with a company drowning in long wait times, frustrated customers, and burnt-out agents. With Amazon Connect, we implemented AI-powered callbacks, better self-service, and real-time queue intelligence. The result? No more hold purgatory, happier agents, and smoother CX. This is why I do this job!
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Why should companies ditch traditional contact centers for Amazon Connect?
It's like sticking with a flip phone in 2025—you can, but why would you? Amazon Connect is cloud-native, infinitely scalable, and packed with AI-driven automation. No more clunky hardware, surprise upgrade costs, or rigid systems built in the '90s. It's the future—time to get on board!
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Advice for customers starting their Amazon Connect journey?
Start small, think big. Don't try to boil the ocean on day one. Focus on quick wins—self-service IVRs, AI insights, and smart routing—then scale up. The best part? In the cloud, experimentation = innovation.
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For businesses with on-prem contact centers, what's the migration path to Amazon Connect?
Think of it like moving houses—you don't just throw everything in a truck and hope for the best. Start with a hybrid approach—migrate self-service or overflow queues first, then expand. Use AI & automation to optimize. And most importantly—get agents involved early. A successful migration isn't just about tech—it's a business transformation.
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Ready to get started?
Not sure who your account executive is? Contact:
- Nick Geraci, Channel Manager, SUP: ngeraci@missioncloud.com
- Audrey Reznikov, Channel Manager, SMB: areznikov@missioncloud.com
- Matt Forlow, Channel Manager, ENT: mforlow@missioncloud.com
- Stuart Klipp, Manager, Channels & Alliances: sklipp@missioncloud.com
Want to Learn More About Mission?
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Will I experience downtime during my AWS migration?
This depends on the specifics of the workloads you’re moving, the type of migration you’re doing, and your preferred timeline, but in general we will optimize your cloud migration services to ensure the minimal necessary downtime. Since this is often a concern, this is one of the first items we’ll address when constructing your migration plan and we’ll discuss strategies and mitigations we can employ to minimize the impact on your business.
How much experience does Mission Cloud have with cloud migrations?
Lots. Mission has migrated hundreds of customers to AWS, both from all the providers you’ve heard of and many you haven’t. We’ve been certified by AWS for migrations work with the Migrations Competency, and we are recognized by AWS as the #1 Partner at “recognized revenue” in its Migration Acceleration Program—that means getting workloads onto AWS rapidly and exactly as predicted in our migration plans.
What are the various cloud migration strategies?
- Rehost – Also commonly referred to as “lift-and-shift,” this strategy involves reproducing your current architecture as much as possible. This can be an ideal first phase for some cloud migrations, but is often the least efficient strategy in the long-term.
- Relocate – This strategy is most-common for inter-AWS migrations or replatforming to a cloud version of an application. This often means moving resources between accounts, VPCs, or regions and is common during acquisitions when a new account architecture is necessary.
- Replatform – This strategy takes advantage of AWS-managed services for your workloads, like moving a database to RDS, moving to AWS-specific hardware, like Graviton, or even modernizing OSes and moving to Linux to reduce licensing costs. Replatforming is a great option when you want to preserve a legacy application’s structure while reducing its operational overhead.
- Refactor – Also known as “Re-Architect,” this is about modernizing your applications as you move them to the cloud. Often there can be significant performance and cost wins for re-architecting some or even all of your workloads as part of a migration and engaging with this option is often ideal for cost of ownership.
How do I know which cloud migration strategy to choose?
The truth is, you won’t—not until you’ve accurately assessed your business and cost objectives. Some businesses think they will prefer a simple cloud migration that reproduces their current architecture but discover the inefficiencies aren’t acceptable. That’s why we make assessing your current state and business objectives a part of every engagement—to help you find the combination of optimization, timeline, and cost of ownership that best meets your needs.
How can I minimize downtime during a cloud migration?
This comes down to preparation, planning, and execution. Knowing what you’re attempting to migrate, what critical systems you need to have online, elements of your architecture that depend on a given service’s availability or consistency—all of these elements can create downtime if they’re not appropriately managed. We’ll work with you to identify these critical components of your system and come up with plans to mitigate the effects of a transition and make it as seamless as possible.
How long does a cloud migration take?
The real answer is: it depends on how complex the workload is and the cloud migration strategy. A lift and shift strategy, for example, can be faster than a refactor strategy—but it may also take more tuning and right-sizing to meet your performance and cost objectives. Some migrations take weeks. Some unfold over multiple phases while taking a year or more. But you won’t know the real answer without an accurate assessment of your current environment and objectives for AWS adoption.