Unlock the Full Power of Amazon Connect with Aegis CX
More than support. We execute your vision: fast changes, custom flows, deep integrations, and proactive optimization.
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Why Co-Management Works Best for Amazon Connect
Amazon Connect is an incredibly extensible platform, not just a product. While that give you flexibility and scale it also means that you need the skills and time to:
- Build and evolve intelligent contact flows
- Integrate with CRMs, ticketing, WFM, and internal tools
- Tune AI models like Lex and Contact Lens for your specific use cases
- Monitor and adjust capacity, features, and experiences over time
- Optimize consumption / spend
Trying to handle all of that in-house requires dedicated, cross-functional team of AWS, telephony, and CX engineers. For most enterprises thats neither cost-effective nor sustainable.
What You Get with Aegis CX
Aegis CX is a co-managed service purpose-built for Amazon Connect. We take responsibility for the technical heavy lifting—while you stay focused on strategic goals and customer outcomes.
Here’s how we help you drive value, day in and day out:
Fast Changes Without Headaches: You don’t need to open a ticket and wait days to make a change. With Aegis CX, you describe the business outcome, like updating an IVR path, launching a new queue, or creating a skills-based routing rule—and we execute it quickly, precisely, and with full validation.
Smarter IVRs and Self-Service That Evolve With You: We help design, build, and continuously refine natural language and menu-driven IVRs using Amazon Lex and Connect’s native tools. From reducing agent transfers to enabling self-service, we evolve your flows based on real data and real user behavior.
Real-Time Analytics Built for Your Teams: Out-of-the-box dashboards only get you so far. Aegis CX builds the custom reports and real-time views your supervisors and analysts need, whether through AWS-native tools like QuickSight or integrations with your BI platforms.
Seamless Systems Integrations That Drive Efficiency: We’ve built deep, custom integrations into Salesforce, ServiceNow, Epic, Oracle, and more. Whether you’re enabling screen pops, real-time case updates, or unified agent desktops, our developers connect the dots across your CX stack.
Always Improving, We Optimize So You Don't Have To: We don’t just keep the lights on—we help you continuously improve. Our team proactively suggests and implements AWS feature upgrades, cost-saving configurations, and user experience improvements as part of our ongoing delivery model.
DIY vs. Co-Managed: What Fits Your Team Best?
| Self-Managed Amazon Connect | Aegis CX (Co-Managed) | |
| Ideal For | Organizations with full internal AWS/CX engineering teams, 24x7 IT Ops | Organizations that want strategic control with expert execution and support |
| Ownership | Everything managed in-house, ad-hoc support and escalation to AWS or others who are likely not familiar with your specific environment | We manage the platform and customize it to your needs. Support/escalation to a team that is working with your environment daily. |
| Time-to-Value | Slower due to learning curve | Go-live in weeks, not months. Future enhancements in days or hours not weeks. |
| Innovation | Requires continual investment in internal R&D | You benefit from our deep CX experience and exposure to many different approaches to common CX problems. |
| Risk & Downtime | Self-supporting, with some external escalation. You're on the hool | We monitor, manage, and protect 24/7 |
We Run the Stack. You Focus on Results.
Aegis CX is not a support contract, it’s a partnership. We don’t just wait for instructions or escalation. We work with you to understand your business goals, and then continuously adapt the platform to achieve them.
Let’s unlock the full potential of Amazon Connect, together.
Frequently Asked Questions
What exactly does “co-managed” mean in the context of Amazon Connect?
It means we operate the platform for you—handling configuration, call flow updates, integrations, monitoring, and support, while your team drives business goals and customer strategy. Think of us as your technical execution layer.
Can we still make changes ourselves if we go with Aegis CX?
Yes. You retain full access and visibility. We enable your team to stay in control while accelerating changes, handling the complex stuff, and preventing bottlenecks.
How fast can you implement or update call flows and integrations?
Most changes, like a flow update or prompt swap, are handled same-day. More complex updates or net-new integrations are scoped and executed quickly via an agile sprint model.
How does Aegis CX compare to hiring internal AWS experts?
You get a full team of AWS-certified engineers, IVR designers, and integration specialists, without the overhead. We’ve already seen and solved most of what you’ll encounter, so you benefit from speed, scale, and experience.
What kind of reporting and analytics support do you offer?
We build custom dashboards, tune Contact Lens and call summaries, and integrate with tools like QuickSight or Snowflake. You’ll get reporting that’s meaningful to your business and easy to access.
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