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SmartAssist for Connect:

Launch Your AI-Powered AWS Connect Contact Center in Just 6-8 Weeks

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Accelerate your move to intelligent customer experiences. SmartAssist delivers a fixed-scope deployment of Amazon Connect, featuring natural language IVR, generative AI, and live chat, seamlessly onboarded into our Aegis CX co-managed service.

Is SmartAssist Right for You?

SmartAssist is ideal for organizations ready to modernize their contact center with AI but want to avoid the complexities of in-house AI training, integration, and orchestration. If you're looking to:

Rapidly deploy AWS Connect

 Take advantage of the great AI capabilities of Connect to empower your customers and agents

 Offer intelligent self-service (Voice IVR & Chatbots).

 Provide seamless omnichannel (Voice & Chat) support.

 Ensure operational excellence with expert co-managed support.

 Achieve fast time-to-value on your CX investment.

...then SmartAssist is designed for you.

Service Overview:

SmartAssist provides a robust foundation and advanced features, delivered through a proven methodology within a predictable 6-8 week timeline. We configure your Amazon Connect instance, integrate powerful AI tools, ensure seamless agent workflows, and prepare you for long-term operational excellence with Aegis CX.

Essentials

SmartAssist - Essentials

Focus: Quick-start & Enablement
Best for: Teams with strong internal resources but needing a boost.

 

Includes:

  • Amazon Connect setup for up to 50 agents
  • Up to 3 call flows and 3 queues
  • Call recording (basic configuration)
  • Contact Lens for sentiment analysis (preconfigured only)
  • 1 basic Lex bot (up to 5 intents, no fallback logic)
  • Simple click-to-call (optional)
  • Softphone/web-client setup
  • Basic real-time/historical reporting (prebuilt templates)
  • 1 day of testing and validation
  • 1 day of Train-the-trainer sessions
  • Handoff with documentation
  • Onboarding into the Aegis CX managed environment
Request a Quote

Enhanced

SmartAssist - Enhanced

Focus: Customization & Configuration
Best for: Mid-size contact centers modernizing CX or moving off legacy platforms.

Includes:

  • All Essentials Deliverables and:
  • Amazon Connect setup for up to 100 agents
  • Up to 5 call flows and 5 queues
  • Call recording (all calls)
  • Contact Lens for transcription, sentiment analysis, and categorization
  • 1 Amazon Lex bot for FAQs (up to 10 intents, 20 responses)
  • 1 Claude/Bedrock-powered IVR Use Case (24 hours of context training)
  • 1 ChatBot (chat or web) with Lex Fallback and + API-based logic
  • Click-to-call screen pop, where supported
  • Softphone integrated with Salesforce or customer ITSM
  • 2 days of Dashboard Creation / Refinement
  • Onboarding into Aegis CX with Custom Run-book
  • Weekly Stand-ups & Dedicated PM

 

 

Request a Quote

Enterprise

SmartAssist - Enterprise

Focus: Turnkey migration with optimization
Best for: For large or complex deployments involving multiple channels, advanced integrations, and custom AI workflows.

Includes:

  • Everything in Essentials & Enhanced
  • Up to 200+ Agents
  • Up to 10+ Call Flows and Queues
  • Multiple Chat channels (web, SMS, Social)
  • Multi-Bot Architecture (multiple Lex or Claude/Bedrock use cases)
  • Custom voicebot/chatbot development (multi-turn, knowledge integration, fallback routing)
  • Integration with multiple CRM/ITSM/EHR systems
  • 3rd-Party Workforce Management
  • 3rd-Party Analytics or BI Platforms
  • Custom KPI Dashboard Development
  • Extended testing and migration (multi-phase rollouts, multiple train-the-trainer sessions, etc)
  • Optional Add-ons (Compliance configurations, International Numbers, Custom Prompt Recording)
  • Advanced reporting dashboards or wallboards
Request a Quote

Key Differences Summarized:

Essentials: Focuses on core Connect setup, live chat, basic Lex routing, and standard integrations/onboarding for smaller teams. No GenAI IVR.

Enhanced: The "standard" SmartAssist package, adding the Bedrock/Claude powered IVR, a more robust Lex bot, more capacity (agents/flows), and dedicated reporting time.

Enterprise: Scales up capacity significantly, enhances both Lex and Bedrock AI capabilities (more complexity/intents/use cases), allows for potentially more complex integrations, provides more reporting customization, and includes enhanced Aegis onboarding and project oversight.

What's Included:

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Lex + Polly + Bedrock

(Enhanced and Enterprise) Extend natural language understanding to conversational understanding, programmed around your context, brand, and tone.



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Omnichannel

Interact with your customers through the channels they prefer - voice, chat, SMS, scoial, and email.



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Contact Lens

Analytics, transcription, and sentiment analysis.



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Dashboarding

Comprehensive dashboarding easily integrated with QuickSight or 3rd part BI tools for more advanced insights.



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Extensible and Open

Comprehensive REST APIs, broad range of support for CRM, ITSM, EMR, and UCaaS integration.



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Co-Managed Support

Ongoing expert support and guidance from the Aegis team at Intelligent Visibility.



The Process

Discovery & Scope

We start with a focused discovery session to align on goals, use cases, and integrations. You get a clear, fixed-scope plan tailored to your CX environment. 

Design & Configuration

We build your Amazon Connect instance, call, flows, queues, and AI logic- including Lex bot design and Bedrock IVR setup- mapped to real business needs.

 

Testing & Reporting

End-to-end validation across voice, chat, and automation flows. We refine dashboards and reporting for real-time visibility into performance and sentiment.

Go-Live & Managed Services Onboarding

Once validated, your environment goes live and transitions into Aegis CX- our co-managed support model for long-term stability, visibility, and optimization.

FAQs

What is Amazon Connect?

Amazon Connect is a cloud-based contact center platform from AWS that allows organizations to handle customer interactions via voice and chat. It includes intelligent routing, call flows, real-time analytics, and seamless integrations with AWS services like Lex, Lambda, and Bedrock for advanced automation and AI-powered experiences.

What is SmartAssist?

SmartAssist Advanced is a fixed-scope, production-ready deployment package for Amazon Connect. It includes setup for up to 100 agents, call flows, chat, IVR, chatbot automation, and reporting– plus a Claude-powered GenAI assistant. It’s designed to help you modernize quickly, with structured delivery and minimal internal lift (Essentials and Enterprise levels available for smaller/larger environments).

What is Aegis CX?

Aegis CX is Intelligent Visibility’s co-managed services platform for customer experience infrastructure. After your Amazon Connect deployment goes live, Aegis CX ensures operational continuity by providing shared tooling, alerting, support documentation, and long-term platform oversight.

What makes Intelligent Visibility different?

We’re not just implementers– we design, deliver, and co-manage modern CX infrastructure. Our engineering-led approach ensures your platform is designed for outcomes, not just features. We blend deep AWS and automation expertise with operational insight to help you run smarter from day one.

What AI capabilities are included?

SmartAssist Advanced includes one Claude/Bedrock-powered IVR use case with up to 24 hours of contextual model training, and one Lex-powered chatbot for FAQs. This allows you to launch natural language interactions without needing in-house AI expertise (Essentials and Enterprise levels available for clients needing very little / lots of LLM powered IVR/Bot).

Do I need AWS experience to use this?

No. We handle the full deployment and configuration of Amazon Connect, Lex, Bedrock integrations, and reporting. After go-live, our Aegis CX team supports ongoing operations—so you don’t need a dedicated AWS team to manage the platform. This includes well-architected security, IAM, fault-tolerance, and other foundational components that can be challenging for new AWS users to execute on their own.

What systems can it integrate with?

SmartAssist includes soft-phone integration with Salesforce or your ITSM platform, plus click-to-call or screen pop where supported. Additional integrations (e.g., custom CRMs, knowledge bases) can be scoped separately. We love custom integrations, our team has a history of making things talk to each other, even when they don’t want to! Connect’s APIs make it easier than ever to truly empower your clients and agents with the information they need.

Is this customizable beyond the base package?

Yes. While SmartAssist is designed to be turnkey, and we are confident the delivered solution at any tier will be the best CX experience you’ve had… additional features like multi-language support, outbound campaigns, advanced analytics, or additional AI use cases can be added as scoped enhancements.

Can I use SmartAssist in public sector or regulated environments?

Yes. Amazon Connect meets compliance requirements such as FedRAMP, HIPAA, and PCI. Intelligent Visibility has experience supporting public sector and regulated customers with secure, auditable deployments.

Is There Anything Connect + Intelligent Visibility Can’t Do?

We haven’t yet mastered toasting bread from an IVR interaction, but we are working on it. Let us know if you’d like to be a Beta (erm butter?) tester!

Resources

Aegis CX - Introduction

Introduction to Aegis CX, our co-managed framework for Connect environments

Learn More

SmartAssist: SoW Overview

Download

Aegis CX Data Sheet

Download

Whitepaper: Reimagining Contact Center Infrastructure

How AI-Powered IVR and Co-Managed CX Platforms Are Reshaping Enterprise Customer Engagement

Download

Blog Post:

Amazon Connect Chat Learns How to Handle Secrets (Securely!)

Download

Blog Post:

Is your chatbot slacking? Amazon Connect's new dashboards know

Download

Blog Post:

Configuring SSO for Amazon Connect

Read