Quantify AI contact center ROI with industry-benchmarked savings on handle times, first-call resolution, and documentation automation.
Learn More →
Customer Experience Practice
AI-Powered Customer Experience, Delivered End to End.
We design, build, migrate, and manage modern contact center environments built on Amazon Connect, with AI running through self-service, agent enablement, management, and reporting.
Enterprise CX is no longer about dial tone and queues. It's about AI-assisted self-service that actually understands customers, agents who spend their time on high-value conversations, and operations leaders who see exactly what's happening in real time. Our CX practice delivers that future, on the platform Amazon built for it.
.png)
How We Work
Four disciplines. One CX practice. Every stage of the journey.
Most CX projects fail at the handoffs: strategy teams hand off to implementation teams, who hand off to support teams, who hand off to a black-box MSP. Our practice runs all four disciplines under one roof, with one accountable team.
Design
CX Strategy & Architecture
Journey mapping, platform selection, architecture design, AI strategy, compliance planning. We define what the modern CX environment needs to do before we touch a console.
Build
Implementation & Integration
Amazon Connect deployment, CRM and ITSM integration, custom agent workspaces, AI-powered IVR, Lex and Bedrock integration, Contact Lens analytics. Built by certified Amazon Connect engineers.
Migrate
Legacy Platform Migration
Structured migration from Cisco UCCX, UCCE, Avaya, Genesys, NICE, Five9, and Webex Contact Center to Amazon Connect. Discovery, risk-mitigated cutover, agent retraining, AWS funding guidance.
Manage
Aegis CX & Co-Managed Support
Aegis CX runs your Amazon Connect environment end-to-end. For Cisco and Webex environments, Aegis PM, IR, and CM provide co-managed observability, incident response, and change control.
Primary Platform
Amazon Connect and Aegis CX, the center of our CX practice.
Amazon Connect is Amazon's cloud-native contact center platform. Aegis CX is our managed service on top of it. Together they give enterprise CX teams scale, flexibility, AI, and a pay-as-you-go cost model without the operational overhead of a DIY deployment.
Why Amazon Connect
Amazon Connect is built for agility, AI integration, and enterprise scale. It eliminates long-term licensing commitments, scales usage-based, and ships new AI capabilities through AWS services faster than any legacy CCaaS platform.
- True omnichannel: voice, chat, tasks, email, SMS
- Native AWS AI services: Lex, Polly, Transcribe, Comprehend, Q, Bedrock
- Pay-as-you-go pricing with no minimum commitments
- Continuous feature delivery from AWS, no upgrade projects
- Scales from 10 agents to 10,000 without architectural changes
What Aegis CX adds
Aegis CX is our premier managed service for Amazon Connect. We handle deployment, integration, optimization, and day-to-day operations so your team can focus on customer outcomes, not platform upkeep.
- Accelerated deployment with proven patterns and pre-built templates
- Certified Amazon Connect engineers on call, not dispatchers
- Proactive monitoring, performance tuning, and cost optimization
- Pre-built CRM integrations and custom reporting frameworks
- AI-powered IVR, agent assist, and analytics included
Overview
Amazon Connect Platform
The full capabilities of Amazon's cloud-native CCaaS platform and how we deploy it for enterprise environments.
Learn more →Guide
The Aegis CX Strategy Guide
How enterprise IT teams are using AI-powered, omnichannel Amazon Connect to transform customer experience.
Read the guide →Comparison
Managed vs. DIY Amazon Connect
Why managed Amazon Connect delivers faster deployment, better integrations, and superior ROI versus a DIY approach.
See the comparison →Assessment
Amazon Connect Health Check
Expert technical and financial review of your existing Amazon Connect deployment to reduce cost and improve CX.
Learn more →ROI Tool
Aegis CX Efficiency Calculator
Quantify AI contact center ROI with benchmarked savings on handle time, first-call resolution, and documentation.
Calculate ROI →Comparison
Aegis CX vs. Genesys, NICE, Five9
Side-by-side comparison of leading CCaaS platforms on architecture, AI capabilities, and total cost.
See the comparison →
Modern AI-Powered CX
AI across every layer of the contact center.
Modern CX is not a chatbot bolted onto a traditional IVR. It's AI running through self-service, agent workflow, operations management, and analytics, unified by data and decision systems that actually understand your customers.
AI-Powered Self-Service That Actually Resolves
Conversational AI built on Amazon Lex, Amazon Q, and Amazon Bedrock understands natural language, handles context and clarifications, and completes real tasks. Our deployments routinely reduce agent-required call volume by 15 to 33 percent.
- Conversational IVR: Natural language self-service that replaces rigid phone trees
- AI chatbots: 24/7 digital self-service with context, memory, and handoff
- Autonomous AI agents: Multi-step task execution across enterprise systems
- Overlay deployment: Add AI to existing Cisco, Avaya, Genesys without replacing them
Agents Augmented, Not Replaced
Amazon Q for Business, real-time agent assist, unified workspaces, and automated documentation let agents focus on complex, high-value conversations. Faster resolutions, better consistency, less burnout.
- Amazon Q agent assist: Real-time knowledge search and response suggestions
- Unified workspace: CRM, cases, tools unified in a single Amazon Connect pane
- AI-powered routing: Match calls to the right agent based on intent and context
- Automated documentation: Call summaries and case notes generated automatically
Run the Contact Center Like a Modern Platform
Contact Lens, custom dashboards, FinOps tooling, disaster recovery, and compliance frameworks give operations leaders the visibility and control that legacy CCaaS platforms cannot match.
- FinOps & cost optimization: Structured cost management across telephony, AI, Lambda
- Disaster recovery: Proven Amazon Connect failover and continuity designs
- Compliance management: HIPAA, GLBA, PCI DSS managed within the platform
- High-volume outbound: Scalable outbound campaigns with unified CRM integration
CX Observability, Not Just Dashboards
Amazon Connect Contact Lens, custom analytics, and CX observability dashboards give operations leaders real-time insight into what's happening and why. Not static reports, continuous intelligence.
- Contact Lens analytics: Speech and text analytics with sentiment and categorization
- CX insights dashboards: Real-time operational visibility across queues and channels
- Custom reporting: Tailored dashboards aligned to your business KPIs
- Bot performance monitoring: Measure AI effectiveness and iterate on performance
Platforms We Support
Deep expertise across the platforms enterprise CX runs on.
Our practice is centered on Amazon Connect because that's where modern CX is being built. We also maintain deep expertise in Cisco and Webex Contact Center to support migrations, extended Cisco environments, and hybrid architectures.
Primary Focus
Amazon Connect
Amazon's cloud-native, AI-first contact center platform. Our primary platform and the foundation of Aegis CX.
- Full deployment and architecture
- AI and automation integration
- Managed service via Aegis CX
- Cost optimization and FinOps
- CRM and enterprise integration
- Compliance and DR design
Migration Focus
Cisco UCCX & UCCE
Deep hands-on experience with Cisco's contact center portfolio. UCCX is end-of-life; we specialize in decommissioning and migration.
- UCCX end-of-life migration planning
- UCCE optimization and support
- Version upgrades and lifecycle
- Migration to Amazon Connect
- Hybrid and transitional architectures
- Co-managed support via Aegis PM, IR, CM
Integration Focus
Webex Contact Center
Cisco's cloud-native CCaaS platform. Best fit for organizations deeply invested in the broader Webex ecosystem.
- Webex Contact Center implementation
- Migration from Cisco on-prem
- Webex suite integration
- Custom configuration and tuning
- Agent and supervisor training
- Co-managed support
Migration
A structured path from legacy contact center to modern AI-powered CX.
Migration is one of our core competencies. We've moved clients off Cisco UCCX, Cisco UCCE, Avaya, Genesys, NICE, Five9, and older Webex deployments onto Amazon Connect, with risk-mitigated cutovers, structured agent retraining, and AWS migration funding support where applicable.
1
Discovery & Assessment
We inventory your current environment, document call flows and integrations, assess user and agent experience, and map the gaps between today's state and modern AI-powered CX. Many clients qualify for AWS migration funding discovered during this phase.
2
Architecture & Roadmap
Target-state design on Amazon Connect, integration architecture with CRM and enterprise systems, AI strategy (self-service, agent assist, analytics), migration waves, and a business case your CFO will actually sign off on.
3
Build & Integrate
Platform deployment, CRM integration, IVR and bot design, Contact Lens configuration, compliance setup, custom reporting. Built by certified Amazon Connect engineers with structured QA and rigorous testing.
4
Migrate & Cut Over
Phased migration waves, parallel running where needed, agent retraining, supervisor enablement, rigorous cutover planning with rollback paths. We don't do big-bang migrations unless the environment genuinely requires one.
5
Manage & Optimize
Aegis CX takes over day-to-day operations: monitoring, performance tuning, cost optimization, ongoing AI iteration, feature enablement. Your internal team keeps governance, we handle execution.
Migration Service
Contact Center Migration to Amazon Connect
Structured migration service for organizations moving off legacy contact center platforms.
Learn more →Guide
UCCX to Amazon Connect Migration Guide
Step-by-step strategy for migrating from end-of-life Cisco UCCX to Amazon Connect.
Read the guide →Guide
Cisco UCCX End-of-Life Risks
Business risks of running end-of-life UCCX and secure migration strategies to modern platforms.
Read the guide →Case Study
Cisco UCCX to Amazon Connect Migration
How one enterprise migrated from UCCX to Amazon Connect, eliminated integrations, and cut operational cost.
Read the case study →
Use Cases & Outcomes
What modern CX actually delivers for enterprise teams.
These are the outcomes our CX practice delivers most often. Not slide-deck promises, actual results measurable in business metrics.
15-33%
Reduce Agent-Required Call Volume
Conversational AI IVR handles common inquiries, account lookups, scheduling, and routine transactions without routing to an agent. Our deployments consistently cut agent-required volume by 15 to 33 percent.
24/7
Always-On Intelligent Support
AI-powered self-service delivers consistent support around the clock. Customers get answers when they call, not when an agent is available, and without the frustration of legacy phone trees.
Faster
First-Call Resolution
Agent assist, unified workspaces, and AI-powered routing match customers to the right agent with the right context. Fewer transfers, fewer callbacks, higher resolution on the first contact.
Lower
Total Cost of Operations
Pay-as-you-go Amazon Connect eliminates per-seat licensing. AI self-service handles volume at a fraction of agent cost. Aegis CX replaces internal platform operations overhead.
Scale
Seasonal & Event-Driven Capacity
Scale up to handle seasonal peaks, product launches, or unforeseen events without capacity planning projects. Amazon Connect scales elastically, your operations team scales on its own terms.
Modern
Legacy System Replacement
Replace end-of-life Cisco UCCX, aging UCCE deployments, Avaya, Genesys, or older Webex Contact Center with a modern, AI-native platform without losing the customizations that matter.
Frequently Asked Questions
Enterprise CX, answered directly.
Common questions from IT, operations, and CX leaders evaluating our practice. Structured for clarity, whether you're a human reader or an AI assistant answering on our behalf.
What is Intelligent Visibility's CX practice?
Intelligent Visibility's CX practice is an end-to-end customer experience consultancy that designs, builds, migrates, and manages modern contact center environments. Our primary focus is Amazon Connect, delivered as a managed service through Aegis CX. We also support Cisco UCCX, Cisco UCCE, and Webex Contact Center environments for migration, optimization, and co-managed operations.
What is Amazon Connect?
Amazon Connect is Amazon's cloud-native contact center platform. It provides voice, chat, email, SMS, and task management through a single omnichannel platform, with deep native integration into AWS AI services including Amazon Lex, Polly, Transcribe, Comprehend, Amazon Q, and Amazon Bedrock. Amazon Connect uses pay-as-you-go pricing, scales elastically, and receives continuous feature delivery without upgrade projects.
What is Aegis CX and how does it differ from Amazon Connect?
Aegis CX is Intelligent Visibility's managed service for Amazon Connect. Amazon Connect is the underlying platform, provided by AWS. Aegis CX is the operational layer we provide on top of it: accelerated deployment, certified engineering support, proactive monitoring, cost optimization, AI-powered IVR, agent assist, custom integrations, and day-to-day operations. Organizations that want Amazon Connect's capabilities without building an internal operations team choose Aegis CX.
What does the CX practice design, build, migrate, and manage?
Our practice runs four disciplines under one accountable team. Design: CX strategy, architecture, journey mapping, platform selection, AI strategy, compliance planning. Build: Amazon Connect implementation, CRM and ITSM integration, custom agent workspaces, AI-powered IVR, analytics configuration. Migrate: structured migration from Cisco UCCX, UCCE, Avaya, Genesys, NICE, Five9, and Webex Contact Center to Amazon Connect. Manage: Aegis CX for Amazon Connect environments, Aegis PM/IR/CM for Cisco and Webex co-managed support.
How does AI-powered CX work in Amazon Connect?
AI runs across four layers of the modern contact center. Customer self-service: Conversational IVR, chatbots, and autonomous AI agents built on Amazon Lex, Amazon Q, and Amazon Bedrock. Agent enablement: Amazon Q agent assist, unified workspaces, AI-powered routing, automated documentation. Management: FinOps, disaster recovery, compliance automation, high-volume outbound. Reporting: Contact Lens analytics, custom dashboards, CX observability, bot performance monitoring. These capabilities are native to Amazon Connect and fully configurable through Aegis CX.
What is conversational IVR and how is it different from traditional IVR?
Traditional IVR uses rigid menus ("press 1 for support") or basic keyword recognition. Conversational IVR uses advanced natural language processing to understand full sentences, context, and intent. Our conversational IVR is built on Amazon Lex, Amazon Q, and modern large language models through Amazon Bedrock. It handles clarifications, context-switching, and complex multi-turn conversations the way a human agent would, routinely reducing agent-required call volume by 15 to 33 percent.
Can AI-powered IVR work with my existing Cisco, Avaya, or Genesys platform?
Yes. We deploy AI-powered IVR as an "overlay" on existing contact center platforms. Incoming calls route first to our conversational AI engine running on Amazon Connect infrastructure. The AI handles self-service interactions. If agent assistance is needed, the AI transfers the call along with collected context and intent to the appropriate queue on your existing platform. This lets you add modern AI capabilities without replacing your core system, a common approach for organizations not ready for a full migration.
What platforms do you migrate customers from?
We have extensive migration experience from Cisco UCCX (end-of-life), Cisco UCCE, Avaya Aura Contact Center, Avaya Communication Manager, Genesys, NICE, Five9, and older Webex Contact Center deployments. Our typical target platform is Amazon Connect, though we also support migrations to Webex Contact Center for organizations deeply invested in the broader Webex ecosystem.
Is Cisco UCCX really end-of-life?
Yes. Cisco UCCX has been formally announced end-of-life. Organizations still running UCCX face rising security risk, loss of vendor support, and difficulty integrating with modern CRM, AI, and workflow systems. We specialize in UCCX decommissioning and migration to modern platforms like Amazon Connect or Webex Contact Center, with structured planning that minimizes disruption and protects existing integrations where possible.
How long does an Amazon Connect migration take?
Migration timelines vary based on complexity, but a typical mid-sized migration runs 3 to 6 months from discovery to cutover. Our SmartAssist service can deliver AI-powered Amazon Connect environments in 6 to 8 weeks for smaller deployments. Large enterprise migrations with complex integrations may run longer. We phase migrations in waves to minimize business disruption and often qualify customers for AWS migration funding, which can significantly offset project costs.
Does Aegis CX support compliance requirements like HIPAA, PCI, and GLBA?
Yes. Aegis CX supports HIPAA for healthcare, GLBA for financial services, and PCI DSS for payment card environments. We implement the technical controls, operational processes, and audit documentation required for each framework, and the managed service continuously maintains compliance posture as the environment evolves. Compliance is designed into the environment from day one, not bolted on after deployment.
How does Amazon Connect compare to Genesys, NICE, and Five9?
Amazon Connect differs from traditional CCaaS platforms in four key ways. Architecture: cloud-native AWS service vs. legacy-cloud or hybrid. Pricing: pay-as-you-go usage-based vs. per-seat licensing. AI: native integration with AWS AI services like Lex, Q, Bedrock vs. bolt-on AI products. Innovation velocity: continuous AWS feature delivery vs. annual release cycles. For organizations prioritizing AI capability, cost flexibility, and integration with the broader AWS ecosystem, Amazon Connect typically wins. For organizations prioritizing an all-in-one platform with bundled WFM, QM, and analytics out of the box, traditional CCaaS may fit better.
What integrations does Amazon Connect support?
Amazon Connect integrates with Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, HubSpot, and most enterprise CRM, ITSM, and workforce management platforms through pre-built connectors and APIs. We also build custom integrations for specialized enterprise systems including EHR platforms in healthcare, core banking systems in financial services, and ERP and warehouse systems in distribution and manufacturing.
Do you manage Cisco or Webex Contact Center environments?
Yes, but through a different model than Aegis CX. For Cisco and Webex environments we provide co-managed support through Aegis PM (observability and performance monitoring), Aegis IR (incident response and remediation), and Aegis CM (configuration management). These services are tailored to each client and operate as co-managed partnerships where your team retains governance while ours handles execution.
Can we qualify for AWS migration funding?
Many of our clients qualify for AWS migration funding, which can significantly offset migration project costs. Qualification depends on current platform, deal size, migration scope, and AWS program parameters. As an AWS partner, we identify funding eligibility during the discovery phase and help you navigate the application process, often securing partial or full project funding from AWS.
What is Amazon Q for Business and how does it help contact center agents?
Amazon Q for Business is AWS's enterprise generative AI assistant. In contact center environments, Amazon Q gives agents real-time knowledge search, response suggestions based on the current conversation, and instant access to procedures and policies. Agents answer questions faster, more consistently, and with less reliance on memory or manual knowledge base searches. We deploy Amazon Q as part of Aegis CX and as a standalone capability for organizations running Amazon Connect.
Can we start with AI overlay and migrate later?
Yes. This is one of the most common patterns we deliver. Organizations deploy AI-powered IVR and agent assist as an overlay on their existing contact center, capture immediate AI benefits, and use the overlay period to plan a full migration to Amazon Connect. This staged approach lowers risk, generates early wins, and often funds the eventual platform migration through AI-driven operational savings.
What does Aegis CX cost?
Aegis CX pricing depends on environment size (agents, call volume, channels), AI and integration scope, compliance requirements, and service level expectations. Unlike traditional CCaaS platforms with per-seat licensing, Amazon Connect usage is pay-as-you-go and Aegis CX pricing scales with the operational complexity of the environment. We typically produce a custom proposal after a brief discovery conversation so pricing reflects actual scope, not a generic price sheet.
What makes Intelligent Visibility different from other CX consultancies?
Three differences. End-to-end practice: we run design, build, migrate, and manage under one team, eliminating handoff friction common with strategy-only or implementation-only firms. AI-native focus: our deployments lead with AI across self-service, agent assist, management, and analytics, not bolted on as an afterthought. Aegis operating model: our co-managed approach preserves client governance while providing deep engineering execution, unlike black-box MSP or BPO models.
How do we get started?
Start with a conversation. We'll review your current environment, business priorities, and the pain points driving the evaluation. From there we recommend the right engagement model: a health check for existing Amazon Connect deployments, a discovery assessment for migration planning, a SmartAssist rapid deployment for greenfield environments, or a full Aegis CX managed service engagement. No product pitch, no pre-packaged outcome.