Amazon Connect CX Deployment with CRM/ERP Integration

Enterprise organizations are facing increasing pressure to modernize outdated on-prem contact center platforms and legacy cloud deployments that leave CX fragmented and data islands intact. These legacy systems hinder scalability, innovation, and real-time business intelligence.

Intelligent Visibility bridges this gap. As a validated AWS Partner with Amazon Connect specialization, we don’t just deploy technology, we transform your contact center into a strategic, AI-driven growth engine.

This Service Offering Includes:

• Customized deep integration into CRM, ITSM, EMR, ERP, and proprietary systems using modern, event-driven AWS architectures.
• Strategic AI deployment via Amazon Lex, Bedrock, and Contact Lens for intelligent voice/chat automation, sentiment analysis, and call summarization.
• Seamless migration from legacy platforms with minimal disruption and risk.
• Engineer-led delivery by senior AWS-certified experts, who build, integrate, document, and hand off a resilient, production-ready solution.
• The foundation for ongoing, co-managed operations under our Aegis CX managed service model, ensuring long-term performance and operational excellence.

Key Highlights

• Deep Enterprise Integration: Real-time, bidirectional connections to Salesforce, ServiceNow, Epic, and other systems using AWS Lambda and API Gateway.
• AI-Powered from Day One: Conversational IVRs via Amazon Lex, real-time analytics via Contact Lens, and automated workflows using Bedrock.
• Engineer-Led Legacy Migration: With minimal disruption, migrate existing Cisco UCCX or on-prem voice infrastructure to a modern Amazon Connect‑based platform.
• Full Lifecycle Support: From architectural design and build to go-live and handoff documentation—plus co-managed options under Aegis CX.

Deliverables

• Production-Ready Connect: Configured Amazon Connect deployment with secure contact flows and routing logic
• CRM/ITSM/EMR Integrations
• AWS Lambda API integrations for contextual data routing, screen pop, and case mgmt
• Conversational IVR Bot: Amazon Lex-based conversational agent(s) with dynamic backend queries
• Training & Go-Live: Full training for agents/supervisors and hypercare post go-live
• Operational Runbook
• Detailed architecture, flows, integration points, and operations procedures

Phased Delivery Framework

• Discovery & Architecture – Collaborative workshops, journey mapping, KPI definition, and solution design

• Build & Integration – Amazon Connect configuration, Lambda‑based integrations, IaC principles for repeatability

• Validation & Testing – Internal QA and formal user acceptance testing to align architecture with requirements

• Training & Launch – Tailored agent/supervisor training, seamless go-live with dedicated hypercare support

• Transition to Operations – Delivery of final documentation and optional onboarding to Aegis CX or your IT Operations team