Serverless contact center engineering. Vendor-neutral, and flexible across clouds.
Untangl is a serverless cloud shop for contact centers and CX. Our deepest expertise is Amazon Connect and AWS—wiring model-agnostic Voice AI front doors, standing up plug-and-play client queues, and building real-time Amazon Athena data lakehouses. We also build on Google Cloud or fully custom when that fits your stack better.
One serverless approach, three ways to deliver it
Whatever the platform, our focus stays the same: uniting your front-of-house AI with back-of-house human excellence—routing, proactive templates, coaching, 100% auto-QA, and lakehouse reporting.
Amazon Connect & AWS Our deepest expertise
Native Amazon Connect and AWS services: model-agnostic voice AI front door, client-branded queues, native SES workspace email, 100% auto-QA, and Athena data-lake reporting.
Google Cloud
When your enterprise data, AI models, or teams already live on Google Cloud, we build there—using managed, serverless GCP services for integrations, workflows, and reporting.
Custom serverless builds
Event-driven, pay-per-use builds for bespoke routing logic, proprietary LLM integrations, data pipelines, and executive reporting designed around your stack.
Built on native cloud services, so it keeps up as AI changes
Proprietary AI stacks and custom speech servers struggle to keep pace with rapid foundation model releases. Because Amazon Connect and our serverless cloud architectures are model-agnostic, you can plug in whichever AI model you choose today—and swap or upgrade effortlessly tomorrow.
Bring your own AI agent
Already built an in-house agentic chatbot on OpenAI, Anthropic, or Bedrock? We wire it directly into your Amazon Connect voice IVR and chat flows via low-latency APIs, with full context carried into human handoffs.
Native, not bolted on
Retire duplicate third-party tools and use the cloud platform's own quality and reporting views.
Front-of-House + Back-of-House
When your front-end AI resolves the routine contacts, we equip your human agents with the same intelligence for the complex ones.
Contact center and CX builds on Google Cloud
Already invested in Google Cloud? We apply the same serverless, back-of-house engineering approach on GCP, so you don't have to replatform your data warehouse to get better routing, agent guidance, and executive reporting.
- Serverless integrations and workflows connecting your contact center, CRM, and back-end systems
- Data and reporting pipelines that turn raw interaction logs into actionable supervisor and executive views
- Model-agnostic AI agent integration with Vertex AI, OpenAI, Anthropic, or custom models
- Hybrid cloud architectures combining Amazon Connect telephony with Google Cloud data lakes
When off-the-shelf doesn't fit, we build it
Some challenges require precision engineering: a multi-brand routing rule off-the-shelf platforms can't express, a real-time adjudication API hook, or a 12-month capacity model your leaders actually trust. We build those as lightweight, serverless services you own.
- Event-driven, pay-per-use cloud functions instead of idle servers to maintain
- Custom routing, CRM integrations, and lakehouse pipelines tailored to your exact workflows
- Deployed on AWS, Google Cloud, or hybrid to match your enterprise security posture
- Full documentation & admin hand-off so your internal engineering team has complete visibility
Our deepest expertise: Amazon Connect, done right, and ready for any AI
Most of our deployments run on Amazon Connect and native AWS services. Here is how we engineer every layer of the stack.
Route to your AI agent first, then to the right human
Modernize your IVR with a conversational Voice AI front door. Inbound calls can interact with your existing agentic AI first, and escalate seamlessly to the right specialist or generalist human queue with the entire transcript and customer context intact.
- Bring your own AI agent (OpenAI, Anthropic, Bedrock, or custom in-house LLMs) wired directly into Amazon Connect voice streams
- Conversational IVR modernization replacing rigid "press 1, press 2" trees with natural speech
- Warm handoff with full context so customers never repeat their issue or order details
- Specialized vs. generalist pod routing matched dynamically to claim complexity and brand tier
Plug-and-play queues for every brand you support
Onboarding a new enterprise client or launching a dedicated VIP support tier? We stand up white-label, client-branded queues rapidly—each with its own dedicated phone lines, custom greetings, native email inboxes, and agent skilling.
- Dedicated brand phone lines & custom IVRs per client or program
- Flexible pod skilling supporting dedicated brand specialists, cross-trained generalists, or hybrid overflow
- Native Amazon Connect Workspace & SES Email replacing fragile legacy email connections with unified voice, chat, and email routing
- Repeatable blueprint so launching your next enterprise brand partner takes days, not quarters
Give human agents the same data as AI agents
- Proactive templates before the agent types: the right email template, policy rules, or script surfaced automatically as the contact arrives
- In-call and post-call coaching tied directly to real customer conversations
- 100% Automated QA on AWS: the FocalPoints.AI vision running natively on Contact Lens & Bedrock
- Automated after-call work (ACW): instant interaction summaries, reason codes, and CRM dispositioning
Native AWS data lakehouses, built for 12-month forecasting
Eliminate fragile nightly flat-file exports and unlock real-time SQL intelligence across every voice call, email, and BPO partner queue.
- Amazon S3 & Athena data lakehouse: contact records, transcripts, and QA scores streamed in real time and queried directly via SQL
- 12-month agent capacity & seasonal forecasting: model upcoming seasonal peaks, brand launches, and staffing requirements with precision
- Role-based views tailored for frontline agents, QA coaches, BPO managers, and C-suite executives
- Eliminate manual data wrangling so operations leaders can focus on coaching and SLA performance
- Direct BI integrations to Power BI, QuickSight, Salesforce, Tableau, and custom data warehouses
Result: 50% reporting & analytics cost reduction by retiring legacy flat-file pipelines and duplicate speech servers.
Migrate to Amazon Connect with more functionality, not less
In 2026, Untangl delivered an enterprise Amazon Connect migration that expanded omnichannel functionality, modernized data-lake reporting, and transitioned full administrative ownership—including hands-on engineering training—to the client's internal team.
For organizations outgrowing rigid legacy CCaaS platforms, Untangl designs and implements turnkey Amazon Connect architectures delivering:
- Enhanced call treatment, conversational IVR, and skill-based routing
- 100% AI-driven speech analytics and Athena lakehouse reporting
- Plug-and-play multi-brand queue architectures
- 12%+ reduction in recurring cloud telephony spend
Assess & design
Audit current call flows, brand queues, email routing, and data lake requirements.
Migrate & enhance
Deploy on Amazon Connect with model-agnostic AI hooks, proactive templates, and Athena BI.
Hand off or co-manage
Transition admin ownership with full training, or pair with Kanda CX managed services.
Rapid Deployment Packages on AWS
Streamline procurement with scoped implementation and software packages designed for rapid time-to-value.
Amazon Connect & Branded Queue Launch
- Model-agnostic Voice AI front door
- Plug-and-play client-branded queues
- Native workspace SES email & admin training
FocalPoints.AI Auto-QA & Copilot
- 100% automated QA on AWS GenAI
- In-call & post-call coaching workflows
- Proactive templates & automated ACW
Athena Lakehouse & Capacity BI
- Amazon S3 & Athena data lakehouse setup
- 12-month agent capacity forecasting model
- Power BI / Tableau / QuickSight dashboards
Built for agents, coaches, and executives
Unified interfaces across live agent workspaces, automated QA scorecards, and Athena lakehouse BI.
Proven Results. Real Impact.
12%
reduction in tech spend with a customized Amazon Connect CCaaS platform
20%
of call volume migrated to AI chatbots
15%
reduction in handle time
2x
lower cost-per-order through cloud-based technology