Modern Omnichannel Customer Experience with Aegis CX
Aegis CX is a modern omnichannel CX solution designed to replace legacy contact center platforms like Genesys, UCCX, and Nice. It delivers scalability, enhanced customer engagement, and AI-driven optimizations while eliminating the complexity of on-premise or monolithic cloud deployments. Businesses adopting Aegis CX gain agility, reduced costs, and a unified customer interaction ecosystem that adapts to their evolving needs.
This page provides a comprehensive breakdown of Aegis CX’s key features and benefits, ensuring organizations understand how it enhances customer engagement, operational efficiency, and scalability.
Cloud-Native Contact Center:
Scalable, Secure, and Cost-Effective with AWS Connect
Traditional contact centers are costly, rigid, and require extensive maintenance, making it difficult for businesses to scale and adapt to evolving customer needs. Aegis CX, built on AWS Connect, eliminates on-prem infrastructure, vendor lock-in, and complex licensing models, delivering a flexible, always-available contact center solution that supports modern customer experiences while optimizing costs.
What We Do
We provide a fully managed, cloud-native contact center solution designed for scalability, automation, and seamless omnichannel engagement.
True Cloud-Native Architecture
• No on-prem hardware, reducing operational overhead and maintenance costs
• Fully managed solution with automated updates and continuous optimization
Pay-As-You-Go Pricing Model
• Only pay for what you use, eliminating large upfront CapEx investments
• Scales up or down dynamically based on seasonal or unexpected demand
AI-Enabled Customer Interactions
• AI-powered IVR and intelligent routing to streamline agent workflows
• Supports voice, chat, and digital channels for a seamless customer experience
Built-In Security & Compliance
• Meets PCI DSS, HIPAA, and GDPR security standards
• Leverages AWS-native security controls for enhanced data protection
The Challenge: Outdated, Costly Contact Center Models
Many organizations struggle with:
• High costs from maintaining legacy on-prem contact center infrastructure
• Licensing complexity and expensive multi-year renewals
• Scalability limitations, leading to poor customer experiences during peak demand
• Security and compliance risks in hybrid or outdated systems
A cloud-first contact center strategy eliminates these challenges, providing a flexible, scalable, and AI-driven solution.
Benefits of Aegis CX on AWS Connect
Reduced Operational Costs & Complexity
• Eliminates hardware maintenance and associated expenses
• Removes the burden of manual upgrades and patching
Seamless Scalability & High Availability
• Automatically scales up or down based on call volumes
• Built-in disaster recovery and global availability ensure uptime
Modern, AI-Driven Customer Experience
• AI-enabled IVR, chatbots, and predictive analytics improve efficiency
• Unified contact center across voice, chat, and digital channels
Why This Matters Now
As businesses shift toward cloud-based customer experience solutions, traditional on-prem contact centers cannot keep up with changing demands, scalability needs, and cost pressures. Aegis CX on AWS Connect provides an enterprise-grade, fully managed solution that enables flexibility, automation, and AI-driven customer engagement—all without the burden of legacy infrastructure.
AI-Powered IVR & Self-Service Automation
AI-Powered IVR & Self-Service Automation: Transforming Customer Interactions with Intelligent Voice Assistants
Traditional menu-driven IVR systems create frustrating, rigid experiences that often lead to high call abandonment rates and unnecessary agent escalations. Aegis CX replaces outdated IVRs with AI-powered voice assistants that understand natural language, recognize customer intent, and deliver personalized self-service experiences across multiple channels.
By enabling human-like interactions, Aegis CX improves self-service success rates, reduces operational costs, and enhances overall customer satisfaction.
What We Do
We deliver an AI-driven IVR and self-service automation platform designed to improve efficiency, accuracy, and customer experience.
Conversational AI & Natural Language Processing (NLP)
• Understands customer intent without requiring rigid menu navigation
• Dynamically adjusts responses based on context and past interactions
Multi-Channel AI Support
• Enables self-service via voice, chat, SMS, and social channels
• Provides a consistent customer experience across all communication platforms
Personalized Self-Service & Intelligent Call Routing
• Uses historical interactions and real-time data to suggest the best resolutions
• Transfers customers to the right agent or department only when necessary
The Challenge: Outdated IVRs Create Poor Customer Experiences
Many businesses struggle with:
• High call abandonment rates due to confusing IVR menus
• Low self-service success rates, leading to increased agent workload
• Frustrating customer interactions that negatively impact satisfaction
• Escalation of routine inquiries to live agents, driving up costs
AI-powered self-service solutions eliminate these pain points by understanding customer needs in real time, providing accurate responses, and intelligently routing calls only when necessary.
Benefits of AI-Powered IVR & Self-Service Automation
Faster Resolutions & Reduced Call Abandonment
• Enables natural language interactions that guide customers directly to solutions
• Reduces frustration by eliminating complex, rigid menu trees
Lower Operational Costs & Improved Call Deflection
• Automates routine inquiries, reducing agent workload
• Enhances self-service success rates, decreasing the need for human intervention
Consistent, Omnichannel Experience
• Supports voice, chat, SMS, and social platforms for seamless customer engagement
• Uses AI-driven personalization to provide relevant recommendations
Why This Matters Now
Customers expect fast, intuitive self-service options without navigating outdated IVR menus. Businesses need AI-powered automation to reduce costs, increase efficiency, and improve customer satisfaction. Aegis CX’s intelligent voice assistants provide a smarter, more intuitive self-service experience, improving both customer and agent outcomes.
Contact us today to modernize your IVR with AI-powered self-service automation.
Intelligent Call Routing & Real-Time Decisioning
Legacy contact center platforms often rely on static, rules-based call routing, resulting in longer wait times, misrouted calls, and poor alignment between customer needs and agent expertise. Aegis CX solves this by using AI-driven, context-aware routing that dynamically connects customers to the most appropriate resource—agent, department, or virtual assistant—based on real-time data.
This intelligent approach reduces friction, improves agent efficiency, and significantly enhances the customer experience.
What We Do
We deploy adaptive call routing strategies that optimize every interaction by aligning customer needs with the right resource, in real time.
• AI-Driven Skill-Based Routing
• Automatically assigns customers to agents with the most relevant skills, certifications, or experience
• Improves first-contact resolution and reduces transfers
• Real-Time Contextual & Sentiment-Aware Routing
• Uses customer history, current behavior, and urgency to inform routing decisions
• Adjusts dynamically during the customer journey, including mid-interaction
• Queue Callback & Smart Queuing
• Offers callback options to reduce on-hold times and increase convenience
• Prioritizes high-value or time-sensitive interactions automatically
The Challenge: Static Routing Creates Operational Bottlenecks
Static call distribution leads to:
• Misrouted calls and agent inefficiencies
• Longer hold times and higher abandonment rates
• Frustrated customers and lower satisfaction scores
Aegis CX eliminates these issues by making every routing decision smarter, using real-time data and AI to improve speed, accuracy, and personalization.
Benefits of Intelligent Call Routing with Aegis CX
• Reduced Transfers & Faster Resolutions
• Gets customers to the right person or resource the first time
• Lower Abandonment & Wait Times
• Dynamic queuing and callback options reduce customer effort and wait frustration
• Improved Customer & Agent Experience
• Smarter routing leads to more productive interactions, higher satisfaction, and lower operational strain
Why This Matters Now
As expectations for fast, personalized service rise, static call routing can no longer keep pace. Aegis CX uses AI, automation, and customer context to make routing decisions that are faster, smarter, and more aligned with your service goals.
Reach out to learn how intelligent call routing can elevate your contact center’s performance.
Omnichannel Engagement: Voice, Chat, SMS & More
Legacy contact center platforms typically bolt-on digital channels as siloed tools, leading to fragmented experiences, repetitive handoffs, and higher operational complexity. Aegis CX changes that with a native omnichannel platform that unifies every channel—voice, chat, email, SMS, WhatsApp, and social—into a single, seamless experience.
This unified approach allows customers to move fluidly between channels without losing context while giving agents and supervisors a complete view of each interaction in real-time.
What We Do
We deploy omnichannel contact center platforms that are purpose-built for fluid, context-rich customer engagement without complex third-party integrations.
• Channel-Integrated Agent Experience
Agents manage voice, chat, email, and messaging from a single interface—no toggling or context loss.
• Cross-Channel Continuity
Customer history and interaction context are preserved across every touchpoint, even as they switch channels mid-journey.
• Embedded AI Chatbots & Voicebots
Handle repetitive inquiries, qualify interactions, and deflect volume before it reaches your agents—improving efficiency without sacrificing experience.
The Challenge: Fragmented Channels Undermine the Customer Experience
Disconnected systems and bolt-on channel integrations result in:
• Customers repeating information at each handoff
• Longer resolution times due to missing context
• Lower CSAT and agent satisfaction
• Increased operational costs from redundant tools and manual workflows
Aegis CX eliminates these barriers by delivering unified omnichannel engagement from the start—designed to work across every channel, in real time.
Benefits of Omnichannel Engagement with Aegis CX
• Consistent, Seamless Customer Experience - Eliminate fragmentation and reduce customer effort across touchpoints.
• Reduced Agent Load & Faster Response Times -AI handles routine tasks while agents focus on complex, high-value conversations.
• Operational Simplicity & Lower TCO - Fewer vendors, less integration overhead, and one consistent platform to manage.
Why This Matters Now
Customers increasingly expect the flexibility to interact with your brand through the channel of their choice—and to switch channels without starting over. Legacy tools weren’t built for this level of continuity.
Aegis CX is. Reach out to see how omnichannel done right improves customer satisfaction, agent productivity, and operational efficiency—all at once.
CX Analytics & AI-Driven Insights
Legacy contact center platforms often fall short when it comes to actionable insight. They provide basic reporting at best, with limited ability to surface customer trends, evaluate agent performance in context, or understand what’s driving satisfaction—or churn.
Aegis CX closes that gap with real-time and historical analytics that go far beyond call logs. Our platform captures every interaction, transcribes conversations, tracks sentiment, and uses AI to forecast what’s coming next—so your team can take smarter action, faster.
What We Do
We implement an analytics engine that turns every interaction into insight—fueling smarter coaching, better staffing decisions, and faster issue resolution.
• Real-Time Dashboards & Sentiment Detection
See how customers feel in the moment, track interaction quality, and make adjustments in real time.
• Automated Transcription & Keyword Analysis
Transcribe every call and flag emerging issues, recurring questions, or compliance risks through keyword tracking.
• Predictive Analytics & Forecasting
Use AI to anticipate call drivers, staffing needs, and customer behavior based on historical and current interaction patterns.
The Challenge: Data Without Insight Leads to Reactive Service
Most contact centers are stuck making decisions based on static reports, anecdotal feedback, or lagging indicators—leading to:
• Inconsistent agent coaching and performance management
• Missed opportunities to intervene in poor experiences
• High-effort manual QA and reporting processes
Aegis CX replaces reactive management with real-time, proactive insights that help your team see what’s happening now—and what’s likely to happen next.
Benefits of CX Analytics with Aegis CX
• Smarter Coaching, Faster Feedback
Move from monthly scorecards to real-time insight that helps agents improve immediately.
• Proactive Experience Management
Spot dissatisfaction early and resolve it before it turns into churn.
• Operational Efficiency
Replace manual reviews with automated insights, saving time while increasing accuracy.
Why This Matters Now
Customer expectations are rising—but so is the complexity of supporting them. If you can’t see the full picture of every interaction, you’re flying blind.
Aegis CX gives you that visibility—along with the intelligence to act on it. Let’s talk about how to turn your contact center into a source of competitive insight.
Contact Center/CX Migration Services
Transitioning away from legacy contact center platforms is often seen as high-risk, high-disruption—and for good reason. Downtime, broken integrations, and end-user confusion can derail even the best-intentioned projects.
Aegis CX is built differently. And our migration approach is too. We provide fully managed migration services that ensure a smooth, secure transition from platforms like Cisco UCCX / UCCE, Genesys, and Nice to Aegis CX—with minimal disruption and full continuity for your teams and customers.
What We Do
We lead migrations from legacy platforms to Aegis CX with a structured, expert-led approach that covers planning, execution, and post-launch stabilization.
• Legacy Decommissioning
We handle secure data and configuration migration from platforms such as Cisco UCCX, Genesys, and NICE—with preservation of routing logic, call flows, and historical reporting where needed.
• Integration Mapping
We identify and replicate all required connections to CRMs, ticketing systems, WFM, WFO, and reporting tools—ensuring nothing breaks when the new platform goes live.
• Phased Rollouts & Parallel Testing
We execute migrations in stages, enabling controlled go-lives and minimizing the risk of downtime or service degradation.
The Challenge: Most Migrations Are Disruptive, Risky, and Under-Resourced
Traditional migrations often result in:
• Unplanned downtime or degraded service during cutovers
• Incompatible or broken integrations with business-critical tools
• Confusion among end users due to lack of training or support
Aegis CX migration services solve these issues by combining technical expertise with operational empathy—ensuring success at every stage of the transition.
Benefits of Aegis CX Migration Services
• Minimal Disruption, Maximum Control - Structured rollout plans, fallback options, and hands-on support ensure business continuity throughout.
• Integration Accuracy & Data Integrity - We validate every integration and preserve critical data to avoid rework or business risk.
• Dedicated Support from Start to Finish - Our team stays with you from pre-migration planning through post-launch tuning and training.
• Day 2 Support is Always Part of the Plan - Aegis CX is delivered as a managed service, meaning you've got an extension of your team that is ready to immediately take on service and support needs as soon as you go live.
Why This Matters Now
As legacy platforms reach end-of-life or become cost-prohibitive to maintain, many organizations delay migration out of fear of disruption.
We remove that risk. With Aegis CX, you get a modern, unified platform—without the migration headache. Let’s talk about how we can make your transition seamless.
Custom 3rd-Party Integrations & CRM Sync
Aegis CX seamlessly integrates with leading CRM, ERP, EHR, and ITSM platforms, ensuring all customer data is accessible in real-time.
Key Capabilities:
• Pre-built integrations for Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics.
• Custom API development for proprietary or industry-specific platforms.
• Unified customer profiles across all systems for a 360-degree view.
Pain Points Solved:
✔ Eliminates manual data entry and duplicate customer records.
✔ Improves agent efficiency with real-time customer data.
✔ Enables faster resolution through intelligent automation and integrations.
Agent Experience & Workforce Optimization
Agent satisfaction is critical to CX success. Aegis CX includes tools for agent training, performance monitoring, and workload balancing to keep teams engaged and effective.
Key Features:
• AI-driven agent assist – Provides real-time suggestions based on call context.
• Integrated knowledge base – Reduces training time and improves accuracy.
• Workforce management (WFM) & scheduling – Optimizes staffing and prevents burnout.
Pain Points Solved:
✔ Reduces agent turnover and burnout.
✔ Improves training and response accuracy.
✔ Enhances team performance with real-time coaching insights.
AI-Powered Call Recording & Sentiment Analysis
Traditional call recording solutions are passive, requiring manual review of recordings to assess agent performance. Aegis CX enhances call recording with real-time transcription and AI-driven sentiment analysis, ensuring businesses can proactively monitor interactions and improve customer service.
Key Features:
• AI-powered sentiment analysis – Identifies frustrated customers in real time.
• Automated call transcription – Captures full conversation logs with keyword tracking.
• Speech analytics for compliance & quality control – Flags risky or non-compliant conversations.
Pain Points Solved:
✔ Reduces manual review time with AI-driven insights.
✔ Improves customer satisfaction by detecting and resolving issues in real time.
Real-Time Keyword & Phrase-Driven Agent Desktop Screen Pops
Agents often waste time searching for customer information while handling calls. Aegis CX enhances productivity by instantly displaying relevant information on the agent’s screen based on keywords or phrases spoken by the customer.
Key Features:
• Automated CRM pop-ups – Displays customer history and relevant case details in real-time.
• Trigger-based knowledge base suggestions – Provides suggested solutions based on conversation context.
• Custom keyword tracking for compliance & escalation – Alerts supervisors when specific phrases are used.
Pain Points Solved:
✔ Eliminates time wasted on manual lookups, reducing call handle time.
✔ Enhances customer satisfaction by ensuring agents have immediate context.
Outbound Campaign Management & Automated Follow-Ups
Outbound contact centers struggle with low answer rates, compliance risks, and poor personalization. Aegis CX optimizes outbound campaigns with AI-driven dialing strategies, compliance controls, and automated follow-ups.
Key Features:
• Predictive dialing & auto-dialing – Maximizes agent efficiency and minimizes wait time.
• Campaign scheduling & personalization – Uses AI to optimize best call times for higher response rates.
• Compliance & DNC list management – Ensures calls adhere to regulatory requirements.
Pain Points Solved:
✔ Increases connect rates with optimized dialing strategies.
✔ Prevents compliance violations with built-in safeguards.
Campaign Tracking Across Channels
Tracking outbound and inbound campaigns across multiple channels is a challenge for many businesses. Aegis CX provides end-to-end campaign visibility, allowing companies to track customer interactions, responses, and conversions in real-time.
Key Features:
• Unified dashboard for campaign performance – View email, call, SMS, and social media engagement in one place.
• AI-driven engagement tracking – Identifies which channels drive the best response rates.
• Automated reporting & trend analysis – Provides insights into conversion trends and performance.
Pain Points Solved:
✔ Provides complete visibility into multi-channel customer engagement.
✔ Improves campaign performance with data-driven adjustments.
Case Management Across Channels
Managing customer cases across multiple communication channels can lead to lost information and inefficiencies. Aegis CX offers intelligent case management, ensuring every customer inquiry is tracked, resolved, and reported efficiently.
Key Features:
• Unified case tracking – Automatically links cases to customer interactions, no matter the channel.
• Automated escalations & SLA tracking – Ensures urgent cases are prioritized.
• Integration with CRM & ITSM platforms – Syncs case data with Salesforce, ServiceNow, Zendesk, and more.
Pain Points Solved:
✔ Reduces lost or unresolved customer cases.
✔ Enhances agent efficiency by unifying case information across all channels.