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Advanced Amazon Connect Implementation

Build a Custom, Integrated, AI-Powered CX Platform That Works Like Your Business Does

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A Foundation for Enterprise CX

Enterprises outgrowing rigid legacy platforms or limited cloud solutions need more than a fast deployment. They need a strategic foundation.

Our Advanced Amazon Connect Implementation goes beyond basic setup to deliver a production-grade platform that integrates directly into your core business systems, CRM, ERP, ITSM, and more, while embedding custom AI and conversational workflows from day one.

This is an engineered solution for organizations with complex processes, compliance obligations, or high-value interactions. It’s designed not just to replace a legacy contact center, but to reimagine how customer engagement happens across every channel.

Purpose-Built for the Enterprise

For enterprises with more complex integration requirements than our SmartAssist service includes, we offer Advanced Integration. This service offering is likely the best fit if you require:

Do you need deep integration of your contact center with Salesforce, ServiceNow, Epic, or similar applications?

We specialize in building real-time, bidirectional integrations that power intelligent routing, agent desktop automation, and closed-loop reporting. If your customer experience relies on context from core systems, this is the architecture you need.

Are you looking to implement AI beyond basic chatbots?

Our approach brings AI to the core of your platform—not as an add-on. With Amazon Lex, Contact Lens, and AWS Bedrock, we deploy generative capabilities that personalize every interaction, streamline post-call workflows, and improve real-time decision-making.

Does your environment have strict performance, security, or compliance requirements?

Even in the cloud, customer experience hinges on infrastructure. Our engineers optimize voice flows, integration latency, and data pathways across AWS and your enterprise network—ensuring every interaction is secure, compliant, and responsive.

Are you transitioning from UCCX, UCCE, Avaya, or another legacy on-prem solution?

We’ve helped enterprise teams de-risk migrations from legacy platforms while respecting change control, preserving call flows where needed, and modernizing at a pace that aligns with your business and compliance obligations.

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.

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Architected for Outcomes

We begin with collaborative discovery and CX journey mapping to define the target state. Our architects design every contact flow, integration, and AI capability around your business goals and operational KPIs.

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Integrated Across the Enterprise

We build secure, real-time, bidirectional integrations with platforms like Salesforce, ServiceNow, Epic, and ERP systems—embedding your contact center into the workflows and data that drive customer success.

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AI-Powered by Design

AI isn’t an add-on, it’s baked in. We deploy Amazon Lex, Contact Lens, and AWS Bedrock to enable intelligent bots, real-time analytics, generative scripting, and automated call summaries from day one.

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Built for Scale, Handoff-Ready

Our full-stack engineers ensure the platform performs under pressure, designing for observability, reliability, and compliance. We train your team, support your go-live, and deliver a full operational playbook for ongoing success.

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. We also plan the integration to key enterprise systems, CRM, ERP, EHR, or ticketing.

 

Testing & Reporting

End-to-end validation across voice, chat, integration, 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’s the difference between this and a SmartAssist deployment?

This service goes far beyond basic setup. It includes custom CRM, ERP, or ticketing integrations, advanced AI like Bedrock-powered assistants, and infrastructure-aware design for scale, performance, and compliance. It’s purpose-built for enterprise environments with complex needs.

Can you integrate with our existing CRM or proprietary systems?

Yes. We specialize in real-time, bidirectional integrations with platforms like Salesforce, ServiceNow, Epic, Oracle, and internal tools via REST APIs and event-driven architectures.

Do you offer support after deployment?

Yes. All projects include a transition path to our Aegis CX managed service, which provides 24/7 monitoring, MACD support, and proactive tuning so your platform evolves with your business.

What AI and automation capabilities are included?

We implement advanced features using Amazon Lex, Polly, Contact Lens, and AWS Bedrock. This enables dynamic routing, true conversational NLU IVRs,  voice assistants, intelligent scripting, post-call summarization, and sentiment-aware workflows. Connect provides the most extensive AI capabilities available in a CX platform.

Is this solution compliant with industry regulations?

Absolutely. Our infrastructure-aware design ensures all call flows, integrations, and data storage align with your regulatory and security requirements, including HIPAA, PCI, and GDPR when applicable.

How long does implementation typically take?

Timelines vary by complexity, but most enterprise integrations are delivered in 6–12 weeks. We’ll provide a detailed project plan after your discovery session.

Resources

Aegis CX Intro

Aegis CX - Introduction

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

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SmartAssist: SoW Overview

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Aegis CX Datasheet

Aegis CX Data Sheet

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Whitepaper: Reimagining Contact Center Infrastructure

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

Download
Blog Post

Blog Post:

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

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AWS Connect Dashboards

Blog Post:

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

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Blog Post:

Configuring SSO for Amazon Connect

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