IngenXAI
العربية

What we do

Services

Six practices that cover the lifecycle of a modern contact center — from first assessment to a platform your team runs confidently. Engagements combine them as the program requires.

CC-01

Amazon Connect modernization

Migration from legacy telephony and on-prem contact centers to Amazon Connect — routing, queues, agent workspace, and quality analytics.

  • Discovery and flow inventory of the legacy estate
  • Phased cutover with parallel-run safety nets
  • Agent desktop, softphone and CTI integration

CV-02

Conversational IVR & bots (Lex V2)

Replacement of DTMF trees and legacy virtual agents — including IPSoft Amelia estates — with modular, testable Lex V2 bots.

  • Bot modularization and shared-intent architecture
  • Slot design, context management, barge-in tuning
  • Regression suites for conversational flows

AG-03

Agentic AI on Bedrock

Generative and agentic capabilities that go beyond static dialog: retrieval-grounded answers, tool calling, and guardrailed autonomy.

  • RAG over policy documents and knowledge bases
  • Bedrock Agents with audited tool permissions
  • Guardrails: PII masking, topic controls, evaluations

IN-04

Enterprise integration

The unglamorous work that makes bots useful: orchestration layers between conversations and core systems.

  • API Gateway + Lambda orchestration patterns
  • Event-driven integration with EventBridge and SQS
  • Rule engines (Drools) and legacy API adapters

DV-05

Platform engineering & CI/CD

Terraform-first delivery across dev, SIT, UAT and production — the pipeline discipline of software teams applied to contact centers.

  • Multi-environment IaC with drift detection
  • Automated bot testing gates in the pipeline
  • Observability: CloudWatch, dashboards, alerting

AD-06

Advisory & architecture

Roadmaps, reviews and cost engineering for leaders who need an honest view before a large commitment.

  • Contact center AI readiness assessments
  • Architecture and security reviews
  • Cost optimization of Connect and Bedrock workloads

How engagements run

01

Assess

Two to four weeks: estate inventory, target architecture, migration sequencing, and a cost model you can defend internally.

02

Build

Phased releases through dev, SIT and UAT with automated gates. Working software every cycle — no eighteen-month reveals.

03

Run & transfer

Hypercare, runbooks, dashboards, and structured capability transfer to your engineers.

Common questions

Do you work in our AWS account or yours?

Yours, always. You own the infrastructure, the code and the data from day one; we take scoped access through your identity provider.

Can you handle Arabic voice as well as chat?

Yes. We design bilingual architectures across chat and voice channels, including Arabic speech interfaces and Gulf-dialect utterance tuning, with the same testing discipline in both languages.

We have an existing vendor IVR / virtual agent. Is migration disruptive?

It doesn't need to be. Our standard pattern is phased migration with parallel runs — legacy and new flows serve traffic side by side while verification completes, so cutover risk is contained per release rather than concentrated in one event.

How do you keep generative AI safe for a regulated business?

Grounding, guardrails and audit. Answers are retrieval-grounded with citations, guardrails mask PII and block off-limits topics, tool permissions are least-privilege and logged, and humans own pricing and commercial commitments.

Planning a contact center or AI initiative?

Book a consultation