Expert CX Solutions: AWS, Cisco, Webex

Flexible, Scalable Cloud Contact Centers, Expertly Managed

Harness the power and innovation of the cloud with AWS Connect, Amazon's dynamic contact center platform, supported by our expert services and premier managed solution, Aegis CX.

Understanding AWS Connect

AWS Connect is Amazon's powerful, cloud-native contact center platform designed for agility and scale. It offers true omnichannel capabilities (voice, chat, tasks) and seamless integration with cutting-edge AI/ML services directly within the AWS ecosystem. Its flexible pay-as-you-go pricing model eliminates the need for long-term commitments and complex licensing. Key benefits include:

Unparalleled Scalability: Effortlessly scale your contact center operations up or down to meet fluctuating demands.
Ultimate Flexibility: Easily customize workflows, agent experiences, and integrations to match your unique business needs.
Continuous Innovation: Leverage the constant stream of new features and AI advancements from AWS.
Introducing Aegis CX: Your Managed AWS Connect Solution

For organizations seeking to maximize the benefits of AWS Connect without the day-to-day management overhead, we offer Aegis CX, our premier managed contact center solution. Built entirely on the robust foundation of AWS Connect, Aegis CX provides significant value-add through:

Accelerated Deployment & Migration: Get your modern contact center up and running significantly faster with our proven methodologies, pre-configured templates, and expert migration assistance.
Proactive Management & Optimization: We handle the ongoing monitoring, maintenance, patching, and continuous optimization of your AWS Connect environment, ensuring peak performance, reliability, and cost-efficiency.
Bundled Expertise & Support: Gain direct access to our certified AWS Connect engineers and dedicated support teams for troubleshooting, configuration changes, and strategic advice.
Enhanced Capabilities: Benefit from potential enhancements under the Aegis CX umbrella, such as pre-built integrations with popular CRMs, custom reporting dashboards, or specialized workflow modules tailored to your industry.
Integrated AI Solutions: Aegis CX readily incorporates advanced features, including options for our powerful conversational AI-powered IVR solution, transforming self-service experiences.

Expert AWS Connect Professional Services

Prefer to manage your AWS Connect instance in-house? We also provide comprehensive standalone professional services to empower your team. Our certified AWS experts offer tailored:

Consulting: Strategic guidance, roadmap development, and best practice recommendations.
Implementation: End-to-end deployment and configuration.
Customization: Developing unique workflows, integrations, and agent tools.
Optimization: Performance tuning, cost analysis, and feature enhancement.
Migration: Seamless transitions from legacy platforms to AWS Connect.

Common Use Cases

AWS Connect, whether self-managed or delivered via Aegis CX, is ideal for:

Modernizing Legacy Systems: Replacing outdated, inflexible on-premise contact center infrastructure.
Achieving True Omnichannel: Creating unified and consistent customer experiences across voice, chat, email, and other digital channels.
Leveraging AI & ML for Enhanced CX: Implementing intelligent chatbots, real-time call analytics, automated transcription, sentiment analysis, and AI-driven routing.
Rapid Scaling & Business Agility: Quickly adapting contact center resources to meet seasonal peaks, business growth, or unforeseen events.

Robust Enterprise Contact Centers & Migration Paths

Leverage the power and reliability of Cisco's renowned contact center platforms with our expert support, optimization, and strategic migration services.

Proven Cisco Platform Expertise

Cisco has long been a leader in providing robust and feature-rich contact center solutions, particularly for organizations with complex enterprise requirements. We possess deep expertise across the Cisco portfolio, including:

Cisco Unified Contact Center Express (UCCX): Ideal for mid-market businesses, enterprise branches, and departments requiring a comprehensive, packaged solution.
Cisco Unified Contact Center Enterprise (UCCE): Designed for large-scale, sophisticated enterprise environments demanding high availability, scalability, and extensive customization.

Your Experienced Cisco Partner

Our team has extensive, hands-on experience in designing, deploying, managing, and upgrading the full spectrum of Cisco contact center solutions (both UCCX and UCCE). We understand the intricacies of these powerful environments and partner with you to maximize performance, reliability, and your overall investment.

Comprehensive Cisco Services

We offer a complete suite of services to support your Cisco contact center throughout its lifecycle:

Implementation & Deployment: Expert setup and configuration of new UCCX/UCCE environments following industry best practices.
Upgrades & Version Management: Seamlessly transition to the latest Cisco versions to maintain support, security, and access new features.
Optimization & Performance Tuning: Fine-tuning your system for enhanced efficiency, improved agent productivity, and superior caller experiences.
Troubleshooting & Expert Support: Providing rapid diagnostics and effective resolution for complex technical challenges.
Platform Health Checks: Conducting proactive assessments to identify potential risks, bottlenecks, and opportunities for improvement.
Tailored Support Options: Our Aegis Managed Services team has extensive experience providing observability, incident response, and configuration management of Cisco UCCX/UCCE environments.

Navigating Your Migration Strategy

As technology evolves and cloud adoption accelerates, many organizations are exploring pathways from their on-premise Cisco solutions. We specialize in planning and executing smooth transitions, minimizing disruption, and maximizing future benefits. Our migration expertise covers pathways to modern platforms, including:

AWS Connect: Leveraging our Aegis CX managed service where applicable
Webex Contact Center: Cisco's cloud-native platform

Common Use Cases & Scenarios

Our Cisco contact center expertise is particularly valuable for organizations focused on:

Large-Scale Enterprise Deployments: Reliably supporting thousands of agents with high availability and disaster recovery capabilities.
Complex Routing Requirements: Implementing sophisticated call flows, advanced skills-based routing, precision routing, and deep CTI integrations.
Leveraging Existing Cisco Investments: Maximizing the value derived from current Cisco Unified Communications (UC), collaboration tools, and network infrastructure.
Phased Cloud Migration Strategies: Developing and executing carefully planned, gradual transitions from on-premise systems to cloud or hybrid contact center models.

Integrated Cloud Communications & Collaboration for CX

Bridge the gap between customer interactions and organizational expertise with Webex Contact Center, Cisco's premier cloud platform designed for seamless integration and collaboration.

Introducing Webex Contact Center

Step into the future of customer interaction with Webex Contact Center, Cisco's cutting-edge, cloud-native Contact Center as a Service (CCaaS) platform. Designed for the modern era, Webex Contact Center delivers:

True Omnichannel Engagement: Manage voice, email, chat, SMS, and social messaging interactions through a single, unified platform.
Embedded AI Capabilities: Leverage artificial intelligence for intelligent routing, agent assistance, conversational IVR, and valuable customer insights.
Tight Integration with Webex Suite: Benefit from seamless connectivity with Webex Calling, Meetings, and Messaging, breaking down silos between your contact center and the rest of your organization.

Key Benefits for Your Business

Leveraging Webex Contact Center brings significant advantages to your customer service operations and collaboration efforts:

Unified Agent & Supervisor Experience: Provides a single, intuitive workspace for agents to handle all customer interactions efficiently, while supervisors gain comprehensive tools for monitoring, coaching, and reporting.
Seamless Collaboration: Empowers agents to easily connect with subject matter experts across the organization using integrated Webex tools (chat, call, meet), leading to faster first-contact resolutions.
Cloud Scalability & Flexibility: Enjoy the inherent benefits of the cloud – scale resources effortlessly on demand, benefit from automatic updates with the latest features, and adapt quickly to evolving business needs.

Our Webex Contact Center Services

As experienced Webex partners, we provide end-to-end services to ensure your successful adoption and optimization of Webex Contact Center:

Expert Implementation: Designing and deploying your Webex Contact Center environment, tailored precisely to your operational workflows and customer engagement strategy.
Seamless Migration: Guiding your smooth transition to Webex Contact Center, specializing in migrations from legacy platforms or existing Cisco on-premise solutions (UCCX/UCCE).
System Integration: Connecting Webex Contact Center with your CRM, helpdesk software, and other critical business applications for a unified data flow and enhanced agent productivity.
Custom Configuration: Fine-tuning call flows, IVR menus, routing strategies, reporting dashboards, and AI-driven features to perfectly align with your business objectives.
Comprehensive Training: Equipping your agents, supervisors, and administrators with the skills and knowledge needed to maximize the platform's value from day one.

Ideal Use Cases

Webex Contact Center is an excellent choice for organizations that are:

Deeply Invested in the Webex Ecosystem: Seeking to maximize synergy and create a unified communications experience leveraging existing Webex Calling, Meetings, and devices.
Seeking a Modern, Feature-Rich CCaaS: Transitioning to a flexible, scalable cloud platform with built-in omnichannel support and advanced AI capabilities.
Prioritizing Strong Collaboration Features: Requiring seamless communication and knowledge sharing between front-line contact center staff and back-office experts.
Replacing Legacy or On-Premise Systems: Looking to migrate from outdated platforms to a resilient, future-proof cloud solution managed by Cisco.

Enhance Self-Service with Conversational AI

Move beyond frustrating phone menus and empower your customers with intelligent, natural language self-service available 24/7.

The Challenge with Traditional IVR

Are your callers trapped navigating rigid 'Press 1 for...' menus, or getting stuck interacting with older voice response systems that constantly misunderstand them? Both traditional touch-tone IVRs and early-generation voice solutions often create significant friction. They force callers down inflexible paths, struggle to understand the nuances of natural language, and cannot truly comprehend diverse user utterances.

These older systems simply don't have the sophisticated capabilities, like those found in modern Large Language Models (LLMs), required for genuinely conversational interactions. The result is predictable: lengthy hold times, callers repeating themselves, frustrating dead ends that require agent intervention anyway, damaged customer satisfaction, agents bogged down with simple, repetitive tasks, and ultimately, increased operational costs.

Our Solution: Intelligent, Conversational IVR

Transform your caller experience with our intelligent, AI-Powered IVR solution. Forget rigid menus; our solution enables callers to state their needs naturally, just like talking to a human.

Conversational Interaction: Leveraging advanced Natural Language Processing (NLP), our AI IVR understands caller intent, context, and sentiment through normal conversation.

Robust Technology: Built on powerful and scalable cloud technologies, primarily utilizing core components from Amazon Web Services (AWS) like Amazon Lex (for NLP/understanding) and Amazon Polly (for natural-sounding Text-to-Speech), ensuring enterprise-grade performance and reliability.

Key benefits include:

Improved Customer Satisfaction: Provide a faster, more intuitive, and successful self-service experience.
Reduced Wait Times: Instantly handle a significant volume of inquiries, freeing agents for complex issues.
24/7 Availability: Offer consistent, intelligent support around the clock, regardless of agent availability.
Agent Task Offloading: Automate routine questions and simple tasks, improving agent focus, reducing burnout, and enhancing job satisfaction.
Significant Cost Efficiency: We routinely see opportunities to reduce call volumes that require agent involvement by 15-33%.

Flexible Implementation Options

We understand that every contact center environment is unique. That's why we offer flexible deployment models for our AI-Powered IVR:

Integrated with Aegis CX: Seamlessly incorporate our advanced AI IVR capabilities as a core component of our fully managed Aegis CX solution built on AWS Connect.

Standalone IVR Enhancement (Overlay Model): Crucially, you don't need to replace your entire contact center to benefit from conversational AI. Even if you have an existing platform (like Cisco, Avaya, Genesys, etc.) that you intend to keep, we can deploy our AI IVR as an intelligent front-end or 'overlay'.

In this model, incoming calls are first routed to our conversational AI engine (running efficiently on AWS infrastructure).
The AI interacts with the caller to understand their intent and collect necessary information.
If self-service is completed, the call ends. If agent assistance is needed, the AI intelligently transfers the call, along with the collected context and intent, directly to the appropriate queue or agent on your existing contact center platform.
This allows you to add powerful, modern AI self-service capabilities without disrupting your current core system.
Common Use Cases

Our AI-powered IVR excels at automating and enhancing various customer interactions:

Automating Common Inquiries: Answering frequently asked questions, providing account balance information, checking order statuses, confirming business hours, or finding a nearby location that is open and stocks the product the customer is searching for.

Intelligent Routing Based on Intent: Understanding the reason for the call ("I want to dispute a charge," "I need technical support for product X") and directing the caller accurately the first time, without endless utterance programming.

Automated Appointment Scheduling & Management: Enabling callers to book, confirm, reschedule, or cancel appointments via voice commands.

Information Retrieval & Simple Transactions: Handling tasks like password resets, identity verification, providing specific data lookups based on caller input, or processing simple payments securely.

Your Partner for Contact Center Strategy, Implementation & Management

Achieving exceptional Customer Experience (CX) requires more than just technology – it demands a strategic vision, expert execution, and continuous refinement. We are more than just implementers; we are your dedicated strategic partner, committed to helping you design, build, manage, and continuously improve your entire contact center ecosystem across leading platforms. We collaborate closely with you to understand your unique business goals, ensuring your technology investments deliver measurable results and a superior experience for your customers.

Our Comprehensive Service Portfolio

Our suite of services spans the leading contact center platforms – including AWS Connect, Cisco (UCCX/UCCE), and Webex Contact Center – and covers every stage of your CX journey:

Consulting & Strategy: Develop a winning CX roadmap aligned with your business objectives.

Needs Analysis & Requirement Gathering
Platform Evaluation & Selection Guidance
CX Journey Mapping & Optimization Strategy
Cloud Readiness Assessments & Technology Roadmap Development

Implementation & Migration: Seamlessly deploy your chosen platform or transition smoothly from existing systems.

End-to-End Platform Deployment (AWS Connect, Cisco, Webex)
Structured Migration Planning & Execution from Legacy Systems
Configuration of Routing, Queues, IVR, and Reporting
Comprehensive Project Management & Governance

Integration & Custom Development: Unify your technology stack and tailor solutions to your precise operational needs.

Integration with CRM (Salesforce, Dynamics, etc.), Helpdesk, and ERP systems
Development of Custom Reporting Dashboards & Analytics Views
Creation of Custom Agent Desktop Tools, Widgets, or Screen Pops
API Development for Enhanced Connectivity & Automation

Managed Services: Ensure optimal performance, reliability, and peace of mind with expert oversight.

Aegis CX: Our premier, fully managed service offering specifically designed to maximize the value and performance of your AWS Connect environment.
Tailored Management & Support Options: We can discuss customized support packages and monitoring services for your Cisco and Webex Contact Center environments based on your specific requirements.

Optimization & Support: Continuously enhance platform performance and maximize the ongoing value of your investment.

Ongoing Performance Tuning & System Analysis
Proactive Platform Health Checks & Preventative Maintenance
Workflow & Call Flow Optimization Reviews
Flexible Technical Support Contracts & Service Level Agreements (SLAs)

Why Partner With Us?

Choosing the right partner is critical to your CX success. Clients choose us because of our:

Proven Multi-Platform Expertise: Deep, hands-on experience across AWS Connect, the full Cisco Contact Center suite (UCCX/UCCE), and Webex Contact Center.
Certified Professionals: Our dedicated team holds industry-recognized certifications and continuously updates their skills on the latest technologies and best practices.
Structured Delivery Methodology: We employ proven, repeatable processes for discovery, design, implementation, migration, and support, ensuring quality and predictable outcomes.
Outcome-Focused Approach: We measure our success by your, focusing on achieving tangible business results, enhancing your CX metrics, and delivering a strong return on investment.

Let's Build Your Future CX Together

Multi-Platform Proficiency: AWS, Cisco & Webex

We possess deep, certified expertise across today's leading contact center platforms. Ensuring we recommend and implement the right solution for your specific needs, not just the one we know.
Premier Cloud Managed Services (Aegis CX)

Our Aegis CX managed solution for AWS Connect provides proactive monitoring, expert management, continuous optimization, and dedicated support, maximizing your platform's value, reliability, and ROI while freeing up your internal IT resources.
AI-Driven Innovation & Automation Focus

We specialize in leveraging Artificial Intelligence, including our advanced Conversational AI IVR (deployable even as an overlay on existing systems), to enhance self-service, automate routine tasks, and deliver truly intelligent, modern customer experiences.
Strategic Partnership & Outcome-Oriented Approach

We function as more than just implementers; we act as your strategic CX partner. We focus on understanding your business goals first, then aligning technology solutions to drive measurable improvements in efficiency, customer satisfaction, and agent performance.
End-to-End Lifecycle Services & Expertise

From initial needs analysis and strategic consulting through platform implementation, complex migrations (including from Cisco on-prem), custom integrations, and ongoing optimization or management, we support your entire contact center journey.

Which contact center platform (AWS Connect, Cisco, Webex) is best for my business?

The "best" platform depends entirely on your specific needs, existing infrastructure, size, required features, cloud strategy, and budget. AWS Connect offers unparalleled flexibility and AI integration in a pay-as-you-go cloud model. Cisco UCCE/UCCX provides robust enterprise features, often leveraging existing Cisco investments. Webex Contact Center excels in integrating CX with broader collaboration via the Webex suite in a cloud-native offering. Our Consulting & Strategy services include helping you evaluate these options and select the platform that best aligns with your business objectives.

Can you help us migrate from our current contact center system? Which systems do you migrate from?

Yes, absolutely. Migration is one of our core competencies. We have extensive experience migrating clients from various legacy and on-premise systems, including older versions of Cisco UCCE/UCCX, Avaya Aura Contact Center/Communication Manager, Genesys platforms, NICE, and other solutions, to modern platforms like AWS Connect and Webex Contact Center. We use a structured methodology to minimize risk and ensure a smooth transition.

What is Aegis CX, and how does it differ from standard AWS Connect support?

Aegis CX is our premier managed service specifically designed for AWS Connect. While standard AWS support covers the underlying infrastructure, Aegis CX provides a comprehensive layer of proactive management on top of AWS Connect. This includes 24/7 monitoring, performance optimization, cost management, expert configuration assistance, bundled support from our certified engineers, and potentially value-added enhancements – ensuring you maximize the platform's capabilities without needing extensive in-house AWS expertise.

Can your AI-Powered IVR work with my existing, non-AWS contact center platform?

Yes! This is a key feature of our offering. Our AI-Powered IVR can be deployed as a standalone "overlay." In this model, calls first interact with our conversational AI engine (running on reliable AWS infrastructure). The AI handles the self-service interaction using natural language. If the caller needs an agent, the AI intelligently transfers the call, along with the collected information and caller intent, to your existing contact center platform (e.g., Cisco, Avaya, NICE, Genesys) for agent handling. This lets you add powerful conversational AI without replacing your entire system.

What makes your AI IVR different from basic voice recognition or older IVRs?

Our AI IVR uses advanced Natural Language Processing (NLP), powered by sophisticated AI models including Amazon Lex + Modern LLMs through Amazon Bedrock. This means it goes far beyond recognizing simple keywords. It understands context, infers intent from conversational phrases, can handle clarifications, and facilitates a much more natural, human-like self-service interaction, leading to higher success rates and better customer satisfaction compared to rigid menu-driven or keyword-spotting systems.

Do you offer managed services for Cisco or Webex Contact Center environments?

Our premier, fully packaged managed service offering, Aegis CX, is specifically built for AWS Connect. However, we understand the need for ongoing support for other platforms. For Cisco and Webex Contact Center clients, we offer Aegis PM for observability, Aegis IR for incident response, and Aegis CM for configuration management these services, and their playbooks, are customized to the client and are delivered in a co-managed model.

What does a typical implementation or migration project involve?

While each project is unique, they generally follow key phases:

* Discovery & Design: Understanding your requirements, mapping processes, and designing the solution architecture.
* Build & Configuration: Setting up the platform, configuring queues, routing, IVR, integrations, etc.
* Testing: Rigorous testing (UAT, integration testing, performance testing).
* Deployment & Go-Live: Cutting over to the new system.
* Post-Go-Live Support: Ensuring stability and addressing immediate needs.

We emphasize a collaborative approach and transparent project management throughout. Project duration varies based on complexity.

What kind of support do you provide after a project is completed?

We offer various post-implementation support options, including standard break-fix support, tiered support contracts with defined Service Level Agreements (SLAs), proactive system health checks, ongoing optimization services to continually improve performance, and our managed services offerings.

Why should we choose your company for our contact center needs?

We differentiate ourselves through:

* Multi-Platform Expertise: Deep knowledge across AWS, Cisco, and Webex ensures unbiased recommendations.
* AI & Automation Focus: Specialized skills in leveraging AI, especially conversational IVR, for tangible results.
* Strategic Partnership: We focus on your business outcomes, not just the technology deployment.
* Full Lifecycle Support: From initial strategy through implementation, migration, integration, and ongoing management/optimization.
* Proven Methodologies: Ensuring successful project delivery and smooth transitions.

How do we get started?

The best first step is to reach out to us using the Learn More button on this page or by requesting a consultation. We'll schedule an initial discussion to understand your challenges, goals, and current environment, and explore how we can best assist you in transforming your customer experience.

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