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Aegis CX: Managed Amazon Connect

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.

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About

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.

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