Automate and Unify Every Touchpoint
IVR flows, AI chatbots, and omnichannel routing — implemented and integrated so customers get answers on any channel. Self-service and handoff that scale.
Self-service and handoff that scale
From IVR to AI chatbots to omnichannel routing, we implement the flows and integrations so your customers get consistent experiences across every channel.
IVR Design & Implementation
Custom IVR flows that guide callers to the right outcome — self-service, queue, or callback. Natural language and DTMF, with clear menus and escape to an agent when needed.
AI Chatbots
Conversational bots for web, mobile, and messaging. Amazon Lex powers intent recognition and slot filling; we design dialogs and connect to your APIs and knowledge bases.
Omnichannel Routing
Route voice, chat, and digital contacts through one logic layer. Same queue rules, skills, and reporting whether the customer called, chatted, or messaged.
Self-Service & Handoff
Deflect routine requests with IVR and chatbots; hand off to agents with full context. Seamless escalation so customers never repeat themselves.
Integration with Connect & Pinpoint
IVR and bots wired to Amazon Connect and Pinpoint. Use Connect for voice flows and Lex for chat; we handle the plumbing so it works end-to-end.
Analytics & Tuning
Track deflection rates, containment, and escalation paths. We help you tune prompts and bot responses so self-service and handoff both improve over time.
Implementation Process
How we implement IVR, chatbot, and omnichannel
From channel discovery and flow design to build, integration, and launch — we deliver working IVR and chatbots with clear handoff to your contact center.
Channel & Use Case Discovery
We map which channels and use cases you need — IVR only, chatbot only, or full omnichannel. We define success metrics and a phased rollout.
Flow & Dialog Design
We design IVR flows and bot dialogs: prompts, intents, slots, and handoff rules. You review and approve before we build.
Build & Integrate
We implement in Amazon Connect and Lex, connect to your backend and CRM, and configure routing. End-to-end testing with your team.
Launch & Optimize
We go live, monitor containment and escalation, and tune based on real conversations. Ongoing support available for new intents and channels.
Ready to automate and unify your touchpoints?
Schedule a free consultation and we'll discuss your channels and use cases, then show you how IVR, chatbots, and omnichannel routing can reduce cost and improve CX.