Sold by: Intelligent Visibility
Aegis CX is a managed service for Amazon Connect contact centers, providing 24/7 monitoring, configuration management, and performance optimization. Designed for AWS-native environments, Aegis CX helps organizations improve customer experience, reduce downtime, and evolve their cloud contact center with support from IVI’s certified Amazon Connect engineering team. This co-managed service accelerates CX innovation through expert guidance, ongoing tuning, and full-stack visibility across voice, IVR, and routing workflows.
Overview
Aegis CX is a managed, omnichannel contact center service built on Amazon Connect, designed to eliminate the complexity of operations while empowering your team to focus on CX strategy and growth. We monitor, manage, and optimize your Connect environment continuously, handling security, reliability, compliance, and performance, so your internal IT or CX teams don’t have to.
Under our co‑managed model, IVI becomes an extension of your team: you retain visibility and control, while our Connect‑certified engineers drive ongoing tuning, feature enhancements, and platform evolution. We deliver AI/automation, analytics, omnichannel orchestration, and integrations (CRM, ticketing, data systems) to ensure the contact center scales reliably with changing business priorities.
Security and compliance are baked in: Aegis CX supports HIPAA, PCI DSS, GLBA, recording consent laws, and role‑based access, offering audit logs, data encryption, and automated compliance enforcement across all channels.
Highlights
- Co-managed expertise for Amazon Connect – Extend your team with IVI’s certified engineers to handle day-to-day operations, optimization, and tuning of your Amazon Connect environment.
- 24/7 monitoring, management, and incident response – Ensure performance, uptime, and issue resolution across voice, IVR, and omnichannel workflows with continuous system oversight.
- Advanced Connect AI and analytics expertise – Leverage IVI’s hands-on experience with Amazon Q, Q for Self-Service, Contact Lens, and other AI-native capabilities to drive automation, improve agent assist, and extract actionable customer insights.
Details
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Delivery method
Deployed on AWS
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Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
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Support
Vendor support
**Intelligent Visibility ** https://intelligentvisibility.com support@intelligentvisibility.com (866) 840-5456 223 S West Street Raleigh, NC 27601
Aegis CX customers receive 24x7 access to support by email, phone, and Slack.
P1 issues have a 15min SLA