Amazon Connect

Amazon Connect – AWS Contact Center

From today’s contact center
to a future-ready service platform.

With Amazon Connect and tecRacer, you modernize your contact center in a scalable, efficient, and future-proof way.

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1500 AWS projects

Experience from numerous AWS projects – from architecture and migrations to stable operations.

450+ customers in the DACH region

Clear specialization instead of competing platforms – with deep AWS expertise and full focus on a single architecture.

100% AWS focus

Clear specialization instead of competing platforms – with deep AWS expertise and full focus on a single architecture.

#1 Connect Partner

The deepest Amazon Connect expertise in the German-speaking region.

Where traditional contact centers reach their limits

When the contact center becomes a bottleneck

01 HIGH LICENSING AND OPERATING COSTS

Fixed costs as a trap

You pay fixed licensing costs – regardless of how many agents are active. Every call peak drives costs even higher without performance keeping up.

02 EXISTING INFRASTRUCTURE REACHES ITS LIMITS

Unstable, inflexible legacy solution

Your on-premises infrastructure cannot handle peak loads. An outage leads to chaos. New channels such as chat or messaging become projects that take months.

03 SERVICE QUALITY UNDER PRESSURE

Growing customer pressure

Long waiting times, multiple transfers, no context-based routing. Falling NPS scores and increasing customer churn are the result.

04 AI INTEGRATIONS & GOVERNANCE

Challenges in AI integration

AI automation is on the agenda. But how do we integrate AI into customer service securely without compromising stability and data protection?

FUTURE-PROOF YOUR CONTACT CENTER

Many contact centers today are expensive, complex, and difficult to modernize.

This is not a technical problem – it is a strategic decision.

Companies that transition to cloud-native architecture now secure a structural advantage in cost, agility, and AI capabilities. tecRacer supports the entire transformation – from strategy to migration and stable operations.

Discuss modernization now

THE SOLUTION: Amazon Connect by tecRacer

Amazon Connect is not a traditional contact center tool. It is the platform for modern, scalable customer service management: cloud-native, AI-enabled, and without infrastructure overhead. tecRacer ensures a structured implementation – from the initial architecture decision to productive operations.

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Unlimited scalability

CLOUD-NATIVE

On-demand, without infrastructure overhead. Automatically scales during peak loads – without manual intervention and without unnecessary reserve capacity.

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Pay-per-use

ECONOMICALLY FLEXIBLE

You only pay for what you actually use. Fast time-to-value instead of months-long rollout cycles while remaining flexibly scalable based on demand.

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Integrated AI

GenAI via Amazon Bedrock. Self-service bots. Intelligent routing. AI assistance for agents. Automate where it makes sense.

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Omnichannel on a single platform

UNIFIED CX

Voice, chat, messaging – all on one platform. Unified customer experience, centralized routing, consistent real-time insights.

Real-time transparency

DATA-DRIVEN

Real-time analytics and AI-powered insights. Full visibility into every interaction. Data-driven decision-making instead of gut feeling.

Enterprise security

ENTERPRISE-GRADE

AWS backbone. High availability. Security and compliance at enterprise level. Continuous updates without downtime.

Our Services

Our services.
End-to-end from a single source.

Consulting

Our consultants and customer experience experts advise you from the very beginning on the design of your contact center environment, the definition of your use cases, as well as self-service and optimization potential.

Development

Our experts set up your Amazon Connect environment and integrate Amazon Connect with your existing systems. If required, we can also create a customized agent desktop for you.

Managed Services

Even after successful implementation, we are there for you. Our managed services team monitors your contact center based on individual SLAs, allowing you to fully focus on your customers experience. We implement proactive alerts and keep you informed about technical updates and potential service improvements.

Reselling

As an official Amazon Web Services reselling partner, you receive a German invoice in EUR with a 30-day payment term. As a German contractual partner, we are GDPR-compliant.

Training

Our Amazon Connect Essentials training course is specifically designed for customer service managers and contact center supervisors. In this hands-on course, fundamental concepts, features, and best practices are taught to ensure effective contact center management.

Our Promise

Passion that drives,
reliability that connects.

From initial analysis to ongoing operations, we support companies with a clear approach, defined steps, and measurable results.

01 – Analysis and Design

We understand your existing landscape, define the target architecture, and outline use cases – structured and with a clear focus on your operations.

02 – Implementation

Our delivery teams implement the solution technically – AWS-native, experienced in the DACH region, with clear milestones and German-speaking project management.

03 – Migration & Go-Live

Careful migration of existing structures with minimal downtime. We ensure that your team can work confidently on the new platform from day one.

04 – Operations and Optimization

Managed services, continuous monitoring, and data-driven optimization – we remain a long-term partner, not a one-time vendor.

#1 Amazon Connect Partner

100+ migrations. Deep technical expertise. AWS Advanced Partner – not a generalist.

Expertise in the DACH market

We are the leading AWS-specialized partner in the DACH region – with deep market understanding, local customer support in German, and years of experience within German enterprise structures.

Measurable results

Not just a technical approach – we deliver measurable business outcomes and support the transformation through to full completion.

References

Over 450 customers.
100% AWS focus