Make every human agent as consistent as your AI.
When front-end AI bots deflect the routine inquiries, the contacts that reach your human agents are complex exceptions and high-emotion escalations. Untangl empowers the "Back of the House" with model-agnostic Voice AI routing, proactive email templates, automated after-call work (ACW), Athena data lakehouses, and 100% automated QA.
Our Technology Partners
When AI resolves the routine contacts, your people get the hardest ones.
Everyone is building the front door. We build what's behind it. Front-end agentic AI and self-service handle routine happy-path claims, meaning the complex, high-touch and escalated conversations on voice, email and chat land with people. Untangl gives those agents the exact same real-time data, proactive templates, and consistency your AI agents get.
Your AI agent takes the routine contacts
Already built an agentic AI chatbot on OpenAI, Anthropic, or Amazon Bedrock? Because Amazon Connect is model-agnostic, we wire your proprietary LLM directly into your voice IVR and chat flows via API.
- Automated voice & chat self-service intake
- Warm handoff to a human specialist with full transcript context
Your people get the hardest ones, with the same data as your AI
Plug-and-play branded queues
Stand up dedicated brand phone lines, native SES workspace email inboxes, and specialist vs. generalist routing in days.
Templates before the agent types
The right email template, policy rules, or troubleshooting script is surfaced the moment the contact arrives.
In-call & post-call coaching
Automated quality review instead of a small manual sample.
Automated after-call work
Structured summaries, reason codes, and CRM dispositioning filled in automatically—zero wrap-up lag.
Everything You Need, All in One Place
Our complete toolkit streamlines interactions, measures performance, and supports employee training, freeing you to focus on growth.
See the full story. Unify every customer conversation.
Proactive templates, automated after-call work (ACW), and omni-channel workspace orchestration.
Go beyond listening to truly understand your customers.
100% automated QA and in-call/post-call AI coaching, running natively on AWS Generative AI.
Serverless contact centers, vendor-neutral.
Amazon Connect and AWS done right, plus Google Cloud and custom serverless builds: model-agnostic voice AI, branded queues, Athena lakehouse BI, and migrations.
Making the complex simple
Seamless Setup
Our engineers design and implement tailored serverless solutions—standing up new client-branded phone and email queues in days, not months.
Consumption-Based Economics
Retire duplicate speech tools and pay only for the cloud capacity you use.
Boost Resolution & CSAT
Use 100% interaction analytics to identify top-performing agent behaviors and replicate them across every internal and BPO team.
Reduce Compliance Risk
Safeguard your business by auditing 100% of interactions automatically in SOC 2, HIPAA, and PCI-ready cloud environments.
Athena Lakehouse & 12-Mo Forecasting
Stream contact records directly into Amazon S3 & Athena—eliminating fragile flat-file exports and powering 12-month agent capacity forecasting.
Model-agnostic by design
Legacy custom speech servers fail because AI models evolve too rapidly. Built on native AWS and Google Cloud services, Untangl lets you plug in any LLM and stay current automatically.
Here’s a look at the results we’ve achieved for our clients.
revenue growth with a scalable CCaaS solution
fewer critical quality errors with AI-driven speech analytics
lower cost-per-order through cloud-based technology
reduction in tech spend with a customized Amazon Connect CCaaS platform
Enterprise-grade technology. Decades of expertise.
Untangl makes complex contact center operations simple, combining enterprise-grade technology with decades of frontline BPO and enterprise CX expertise.
Executive consulting, outcome-based BPO contract restructuring, and managed services are delivered by our parent company, Kanda CX. Visit Kanda CX ↗