Call flows
The path a caller follows, designed around how your company serves customers rather than around a template.
Cloud contact center
Cloud contact center with Amazon Connect, operated by Lynxsource
A contact center is worth the conversation it resolves, not the platform behind it. We operate Amazon Connect so your customer service runs on flows designed around your operation, integrated with your systems and tuned over time, rather than on a generic template.
We do not switch on an instance and leave it. We design the call flows, integrate your CRM and your data, and adjust the operation according to what actually happens on the line. You get service that responds, with one party responsible behind it.
- Operating since
- 2009
- Certification
- ISO 27001:2022
- Model
- MSSP
- Presence
- 5 countries
The definition
What is a managed contact center on Amazon Connect?
It means Lynxsource designs, integrates, and operates your cloud contact center’s call flows, routing, and integrations for you, instead of handing you a switched-on instance.
A contact center platform serves nobody on its own. What decides whether your customer hangs up satisfied is something else: what the menu asks, which queue each case goes to, what the agent sees when they answer, and what happens when nobody can take the call. None of that comes configured; it is designed.
A managed service changes what you are buying. Instead of the platform, you hire whoever maps how your company serves customers today, turns that into flows, connects them to the CRM so the agent does not ask what you already know, and keeps adjusting them according to what the line shows. The instance stays yours; what changes is who makes it work.
The scope
What do we operate in Amazon Connect?
The call flows, the routing and queues, the integration with your CRM and your data, and day-to-day operation with in-house support.
These are not four loose pieces but one journey. The flow decides what the caller is asked; routing decides who they reach; integration decides how much context the agent has when they answer; and operation decides whether all of that still makes sense in six months, when your business no longer serves the same thing.
Routing and queues
Which case reaches which team, at what priority, and what happens when nobody can take it right then.
CRM integration
The agent answers already seeing who is calling and what happened before, instead of opening by asking.
Operation and support
The adjustments reality asks for, and day-to-day support when something stops working.
The decision
Why managed rather than building it in-house?
Because switching the platform on is the short part; designing the flows, integrating them with your systems, and sustaining the adjustments demands customer-service judgment and integration skill at once.
Standing up an instance takes little. What takes time is the rest: understanding how your company serves customers, deciding what to automate and what not to, connecting the CRM without breaking it, and looking again when the seasonal campaign fills the queues with cases the flow never anticipated.
Nor does that work end. Hours change, a channel gets added, a new team comes in, and somebody asks why a major customer’s calls wait as long as everyone else’s. As a managed service that has an owner and a calendar, and your team does not have to choose between running the platform and running the business.
The operation
How do we run your contact center?
By designing the flows around your operation, integrating them with your systems, and sustaining the adjustments with in-house support as your service changes.
The start is a customer-service project before it is a technology one: we map how you serve today, which questions repeat, which cases get escalated and to whom, and the flows and queues come out of that. Then it is connected to the CRM and your data, so the agent takes the call knowing who they are speaking to.
After that it is continuous operation. We look at what is happening on the line — where people hang up, which menu option nobody uses, which queue saturates — and adjust. And when something stops working our own team answers, not a generic queue.
The coverage
Which countries does Lynxsource operate in?
With in-house teams in Ecuador, Colombia, and Bolivia, and also in the United States and Canada.
In-house means the analysts, the automation, and the operations center belong to Lynxsource. In a reseller model your provider opens a ticket with another provider and passes the answer along when it arrives; here whoever answers is whoever decides.
The service is the same in all five countries, with the same SOC behind it and the same triage and response figures. What changes is who you have nearby, not the quality of the monitoring.
Questions about this service
Frequently asked questions
What is a cloud contact center?
It means handling calls and messages with no phone system of your own and no servers in your office: the platform lives in the cloud and your agents work from wherever they are, with a browser and a headset.
Does it integrate with my CRM?
Yes. That is exactly what changes the experience: the agent answers already seeing who is calling and what happened before, instead of opening by asking for details your company already holds.
Can I start small and grow?
Yes. Capacity is elastic, so you start with the agents you have today and expand when you need to, without buying equipment up front.
Does it handle voice and other channels?
Yes. Voice is the usual starting point, and text channels are added on the same operation, so a case does not change its story depending on how it came in.
Who designs and operates the flows?
Our team, with our own people in five countries. We design with you and we operate, so there is no third party to pass a change to when something needs adjusting.
Where does the data live?
The region the service is deployed in is chosen at the start and documented. If your operation requires a specific region, it is defined before anything moves.
The result
What changes when your contact center is properly operated?
Things change that your customer feels: the call reaches the right person, the wait gets shorter, and your team works with context.
Service that resolves
The call reaches the right person.
Integrated with your systems
Your team answers with context.
One party responsible
Design, operation, and support, from Lynxsource.
More from the site
Keep reading
Let us look at your case before moving anything.
We review how you serve customers today, where the conversation breaks down, and what it would take to move it to the cloud. Free and with no commitment.
Request a free assessment
We respond within one business day. Ecuador, Colombia, Bolivia, the United States, and Canada.