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Revolutionize Your Customer Experience with Aegis CX

Enterprise-grade contact center solution designed for seamless interactions, operational efficiency, and a customer-centric approach.

AegisCX

AEGIS CX is a powerful contact center solution designed to transform customer interactions and streamline operations. Built on the secure and scalable AWS Connect platform, AEGIS CX empowers organizations to deliver exceptional experiences across every customer touchpoint.

With AI-driven workforce optimization, businesses can ensure they have the right team in place when it’s needed most. Proactive engagement tools make it easy to connect with customers at the right time, while intelligent self-service options help resolve routine inquiries quickly and effortlessly.

AEGIS CX goes beyond improving interactions- it provides deep insights into customer journeys and operational performance, giving teams the data they need to make informed decisions. Its omnichannel capabilities unify communication across voice, chat, email, and more, creating a seamless experience for customers no matter how they reach out.

Designed to meet the unique demands of industries like finance, healthcare, and retail, AEGIS CX offers advanced security and compliance while remaining flexible and scalable to grow with your business. Whether you're navigating seasonal spikes or providing around-the-clock support, AEGIS CX adapts to meet your needs.

Key Benefits of Aegis CX

  • Elevate Customer Satisfaction

    Streamline response times, reduce wait times, and enable personalized customer interactions with skill-based routing and queue management.

  • Empower Your Agents

    Equip agents with intuitive tools and omnichannel capabilities to handle customer requests more effectively, increasing both productivity and customer satisfaction.

  • Optimize for Operational Efficiency

    Automate routine tasks, improve handling times, and reduce the operational burden on IT with seamless integrations across AWS and other platforms.

Product Overview

Redefine Customer Engagement with Aegis CX – The All-In-One Contact Center Solution
Aegix CX Customer Experience
Key Differentiators of Aegis CX

  • Omni-channel Customer Engagement

    Engage customers across all channels and platforms, empowering them to choose the method that suits them best, from traditional calls to social media interactions.

  • AI-Powered Capabilities

    Advanced IVR, AI-driven chatbots, and natural language processing create efficient self-service options that delight customers while reducing agent load.

  • Sentiment Analysis and Call Recording

    Gain insights into customer sentiment in real time, with detailed recording archive to support quality management, compliance, and training.

  • Customizable, Actionable Analytics

    Built-in analytics dashboards are fully customizable, helping you understand key trends, agent performance, and customer satisfaction with ease.

  • Seamless Integrations and Tailored Customizations

    Aegis CX integrates smoothly with your CRM system or EMR, your ticketing system, your cloud infrastructure, deepening the impact of every customer interaction.

  • Managed Services by an Expert Team

    From onboarding to optimization, our dedicated support team partners with you to ensure Aegis CX is perfectly aligned with your needs, driving value and efficiency across every customer.

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.