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Revolutionize Your Customer Experience with Aegis CX

Transform Customer Experience with Intelligent Automation, Conversational IVR, AI-Agent Empowerment, and Seamless Omnichannel Support

A contemporary cloudbased omnichannel contact center solution utilizes cuttingedge technology to effortlessly unify multiple communication channelsincluding voice calls emails live chat and social media interactionsinto one cohesive platform This int

Your Contact Center Should Be a Growth Engine,

Not a Source of Friction

Driving an exceptional customer experience is a top business priority, but the technological and operational complexities often create a stalemate between business agility and the crushing workload on internal IT teams. The result is missed opportunities, frustrated customers, and a strategic vision stuck in an operational bottleneck.

Common CX Challenges Aegis CX Addresses

Visibility

Disconnected Customer Journeys

You need to create seamless, personalized experiences, but are blocked by rigid systems. Your agents lack a unified view of the customer, leading to frustrating, repetitive interactions that damage your brand and drive customers to competitors.

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Scale

Overloaded Agents

Your IVR was supposed to reduce pressure on agents, but it’s become a source of customer frustration. Callers are either zeroing out to get a human, choosing the wrong options, or dropping off entirely; you have no clear insight into why. You know our containment rates are low, but without visibility into the call flow or customer intent, you’re flying blind.

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Growth

Stagnant Growth & Data Black Holes

Your contact center feels like a cost center because you can't connect its activities to revenue. You lack the agile insights needed to make data-driven decisions, test new sales strategies, or prove the ROI of your CX initiatives, leaving you unable to compete effectively.

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Support

Crushing IT Workload

Your team is consumed by the endless, specialized demands of the contact center platform—patches, updates, security, and troubleshooting. This drains your resources, prevents you from focusing on core strategic projects, and makes you a bottleneck for simple business requests.

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Aegis CX LogoUniting Customer Experience, Revenue Goals, and Operational Insight

What if you could have a world-class, AI-powered CX platform without the traditional operational burden on your IT department? That’s why we built Aegis CX. We lift the platform management workload entirely off of IT, handling the security, reliability, and technical complexity so they can focus on what they do best. And we partner with your CX stakeholders to provide an agile, dynamic, outcome-focused managed CX environment.

 

We Run the Platform. You Drive the Outcomes.

 

This is our co-managed philosophy. We work hand-in-hand with your CX, Revenue, and Marketing leaders to design, implement, and continuously optimize the functions that drive your business goals. You get a dedicated expert partner focused on your success, enabling you to launch campaigns and refine customer journeys in days, not months.

  • For Business Leaders

    Finally, get the agility and expert partnership you need to turn your CX vision into a revenue-generating reality.

  • For IT Leaders

    Reclaim your team, budget, and time. We provide the enterprise-grade performance and security you require, delivered as a fully managed service.

  • For Your Customers

    Deliver the seamless, intelligent, and personalized experiences they expect, building loyalty and lifetime value.

Aegis CX: Core Capabilities That Drive Experience and Performance

artificial-intelligence

AI & Automation

Streamline customer interactions and scale support with AI-driven tools including conversational IVR, virtual agents, and intelligent agent assist. Aegis CX powers natural language experiences that deflect routine inquiries, reduce wait times, and deliver faster, more personalized service—while giving your agents real-time insights that drive productivity.

See how conversational AI and automation elevate both CX and efficiency
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Omnichannel Experience

Deliver a consistent, seamless customer journey across voice, chat, email, and social channels. Aegis CX unifies your service strategy, enabling real-time context sharing and personalized support at every touchpoint.

See how omnichannel orchestration drives better customer experiences
co-managed

Co-Managed Services & IT Control

Reduce operational load while staying in control. Our co-managed model provides expert support, proactive monitoring, and robust security, so your internal teams can stay focused on strategic initiatives, not firefighting.

Learn how co-managed delivery strengthens IT agility and governance
integration and extensibility

Integration

Designed to fit your existing ecosystem. Aegis CX integrates easily with CRMs, ticketing systems, contact centers, observability tools, and more, enabling faster deployment and full alignment with your business stack.

Explore supported platforms and integration use cases
analytics and insights

Analytics & Insights

Gain actionable visibility into customer experience and performance metrics in real time. Aegis CX empowers data-driven decisions with unified dashboards, historical trends, and operational KPIs tailored to CX and IT priorities.

Discover how real-time insights drive smarter CX strategy
compliance and governance

Compliance

Support enterprise security and compliance with role-based access, audit logging, and data controls. Whether you’re managing HIPAA, PCI, or internal governance policies, Aegis CX is built for trust.

See how Aegis CX supports compliance and secure operations

How Aegis CX Works: A Collaborative, Low-Friction Approach

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Works With What You Already Have

Aegis CX connects to your existing CX stack, contact center platforms, CRMs, BI tools, ticketing systems, and data lakes, using native integrations or open APIs. No rip-and-replace required.

co-managed

Fast Start, Fully Supported

We guide your team through a structured onboarding process — including discovery, environment mapping, and phased enablement. Most clients are up and running in weeks, not months.

integration and extensibility

You Lead the Strategy. We Run the Stack.

Our team handles day-to-day operations and platform health, while you focus on CX strategy and business outcomes. It’s a co-managed approach built for agility, visibility, and control.

Why Choose Intelligent Visibility?

An experienced team, with decades of CX & Contact Center experience.

98% customer retention
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FAQs
What is Aegis CX

Aegis CX is a fully managed, cloud-based customer experience solution powered by AWS Connect. It integrates advanced monitoring, automation, and management tools to optimize contact center operations, providing seamless omnichannel support across voice, chat, email, SMS, and social media platforms.

How does Aegis CX differ from traditional contact center solutions?

Unlike legacy systems that often require expensive on-premise infrastructure and complex setups, Aegis CX leverages a cloud-native architecture. This approach eliminates the need for costly hardware, offers scalable and flexible deployment options, and provides a consumption-based pricing model, allowing businesses to pay based on actual usage rather than per-seat agent licensing.

What are the key features of Aegis CX?

• Omnichannel Communication: Engage with customers seamlessly across multiple channels from a single, integrated agent desktop.

• AI and Machine Learning Capabilities: Utilizing tools like AWS Lex, Bedrockl, and Transcribe we provide access to the most powerful LLMs and ML models for sentiment analysis, automated customer interactions, and AI-driven agent assistance.

• Real-Time Data and Analytics: Access dashboards, reports, and insights to optimize team performance and customer satisfaction.

• Scalability and Flexibility: Built on AWS Connect, Aegis CX ensures consistent performance for both small teams and large enterprise deployments.

• Lower Total Cost of Ownership (TCO): With simplified pricing, reduced maintenance, and built-in scalability, Aegis CX offers a better return on investment.

Is Aegis CX suitable for businesses of all sizes?

Yes, Aegis CX is designed to be scalable and flexible, making it suitable for businesses ranging from small teams to large enterprises. Its cloud-based infrastructure allows for consistent performance and can easily adapt to varying operational demands.

How does Aegis CX support compliance with regulations like PCI?

Aegis CX provides point solutions to address technology gaps in existing contact centers, such as integrating AI-driven IVR and ChatBot capabilities that support PCI compliance. This ensures that businesses can process sensitive information securely and in accordance with regulatory standards.

Can Aegis CX integrate with existing CRM or EMR systems?

Yes, Aegis CX is designed to integrate seamlessly with popular CRM, EMR, and ERP systems, as well as in-house developed applications. This integration facilitates a unified view of customer interactions and streamlines workflows across platforms.

What kind of support and maintenance does Intelligent Visibility provide for Aegis CX?

Aegis CX is delivered as a fully-managed service. From initial discovery and design through implementation and migration and then operations, we are with you every step of the way, improving your agility and responsiveness to the needs of your customers.

How does the consumption-based pricing model work?

Aegis CX operates on a pay-as-you-go model, allowing businesses to pay based on actual usage rather than fixed per-seat licensing. This approach aligns costs directly with value, providing flexibility and cost-efficiency as operational needs change.

Aegis CX – Modern CX Infrastructure Without the Complexity

Aegis CX from Intelligent Visibility is a fully managed, cloud-native customer experience platform built for organizations that need to move beyond the limitations of legacy contact center technology. Powered by AWS Connect and enhanced with automation, AI-driven workflows, and deep observability, Aegis CX transforms how companies interact with customers across every channel.

Whether you’re replacing an on-premises platform like UCCX or upgrading from an aging CCaaS solution, Aegis CX delivers faster deployment, better control, and scalable performance—without adding internal overhead.

Integrated AI and Natural Language Understanding (NLU)

The future of CX is powered by intelligent automation. Aegis CX leverages natural language processing (NLP) and Amazon Lex and Bedrock to create conversational IVR experiences that understand and respond to real customer intent.

Key capabilities include:

• AI-powered IVR with real-time speech-to-text and sentiment analysis

• Intelligent routing based on caller history, language, or issue type

• Automated deflection of low-value tasks using NLP-driven bots

• Agent assist features that surface recommended responses, knowledge base content, and real-time call insights

This enables faster resolution, lower handle times, and better experiences—without sacrificing personalization.

Omnichannel, Unified Agent Desktop

Aegis CX supports voice, chat, SMS, and email in a single pane of glass. Your agents no longer have to toggle between disconnected systems or channels.

The Aegis CX desktop provides:

• Unified customer interaction history

• Channel-agnostic queueing and routing logic

• Configurable workflows aligned to business priorities

• Real-time performance insights and supervisor controls

Every customer conversation is consistent, informed, and trackable—regardless of where it starts.

Observability and Experience Monitoring Built In

Most contact center platforms focus only on routing and reporting. Aegis CX goes further with integrated observability, enabling proactive detection of issues that degrade customer experience.

With Aegis CX, organizations gain:

• End-to-end visibility into call quality and platform performance

• Custom dashboards tracking agent KPIs, customer effort, and system health

• AI analysis of agent effectiveness, adherence to standards, and of customer sentiment

• Trend analysis across channels and locations

IT and CX teams finally have a shared view into the customer experience, grounded in data.

Compliance, Security, and Enterprise Readiness

Built on AWS’s secure and scalable infrastructure, Aegis CX supports compliance frameworks including HIPAA, PCI-DSS, and FedRAMP (depending on configuration). Data is encrypted in transit and at rest, with detailed access control and audit logging built in.

For organizations that require audit trails, segmentation, or region-specific deployments, our platform adapts—without custom coding or vendor lock-in.

Flexible Deployment, Predictable Costs

Traditional CCaaS vendors charge per-seat and require long-term commitments. Aegis CX offers flexible, consumption-based pricing tied to actual usage, not agent count.

This means:

• Lower total cost of ownership (TCO)

• Elastic scaling up or down with seasonality

• Clear alignment between cost and business value

• No surprise fees for call recording, transcription, or analytics

You get exactly what you need—with the freedom to grow, evolve, or integrate without being locked into a bloated bundle.

Transform CX Without Rebuilding Everything

With Intelligent Visibility, modernization doesn’t mean starting over. We specialize in integrating Aegis CX with your existing environment—including CRMs, helpdesk systems, on-prem PBXs, and existing customer databases.

Whether you’re pursuing digital transformation, improving service KPIs, or simplifying agent workflows, Aegis CX helps you get there faster.

To learn how Aegis CX can help your contact center scale with purpose—without adding operational drag—connect with us or schedule a discovery session today.