Custom AI solutions for every client.
Amplify designs, integrates, and delivers agentic AI on both Amazon Connect and Zoom. We maximize the value that AI can bring to your business while also delivering best-in-class customer service.
Humanize the experience, for the customer on the line and the agent who picks up.
Amplify’s vision for every deployment
What it is
Technology for every need.
We partner with both Zoom and AWS to give clients a customer service solution that fits their business. Whether you’re adding highly capable self-service to your current phone system or replacing your contact center, we design a solution that fits.
Find your fit
Amazon Connect with Lex and Bedrock
Amazon Connect is the choice when the contact center needs to be engineered rather than configured. Consumption pricing follows interaction volume instead of seat count. Voice and chat agents, generative answers, and real-time agent assist are built on AWS AI services inside your own cloud account, with integrations as deep as your architecture allows. The full suite of Amazon tools lets you build a solution with exactly the amount of complexity your organization needs.
Amplify is an AWS Advanced Tier Partner with certifications across the stack, and we assess Migration Acceleration Program eligibility to offset migration cost.
- Self-service AIAmazon Lex and Amazon Bedrock
- RoutingAmazon Connect flows
- Agent assistAmazon Q in Connect
- InsightsContact Lens
- CRM
- Ticketing
- Billing
- Knowledge
- Anything with an API
How it works
Meet your customers where they are.
CallerI need to change the shipping address on my order before it goes out.
Verified caller against CRM record
Virtual agentThanks, Dana. I see order 48213 hasn't shipped yet. What's the new address?
CallerActually, can you also check whether the second item is still backordered?
Read order status from ERP
Virtual agentThe lamp is now in stock and ships with the rest. Go ahead with the address whenever you're ready.
Caller2140 Alder St, Portland, 97214.
Updated shipping address · Case note written
Virtual agentDone. Both items ship to Alder Street on Thursday. Anything else?
What changed from the chatbot you have used
A chatbot matches a message to a scripted answer. An agentic virtual agent works the request. It verifies who is calling, reads the customer's own records, carries out the change, and writes the note. When the customer changes topic partway through, it adapts instead of starting over.
When a person is needed, the handoff is a continuation. The agent receives the transcript and the steps already taken, so the customer does not repeat themselves and the agent does not re-diagnose. During the call, the same system suggests the next action and pulls the relevant article. After the call, the summary and disposition are already written.
All of that depends on what the AI can reach. That is the part the license does not include.
The technology is leveraged. The return is built.
Zoom and AWS supply the language model and the platform technology. Getting the most out of them depends on four other pieces, the core of Amplify's methodology and practice. They are the difference between a highly capable solution and one that merely frustrates and deflects.
Knowledge and content
We build the knowledge base the agent draws from inside Zoom or AWS, from your policies, product data, and past tickets, and keep it current so the answers stay accurate.
Intents and flows
We choose what to automate from your inquiry data, design each conversation, and rebuild only the parts of your IVR that earn their place. Your sign-off on every branch.
Systems integration
Connecting the pieces to your CRM, billing, ticketing, and in-house applications so the agent is fully capable of taking useful action for your customers.
Measurement and tuning
Every engagement starts with a baseline. We report against resolution and repeat-contact rates, and we return after go-live to tune intents that drift and flows that decay.
What it connects to
The agent is only as useful as what it can reach.
Most contact center silos are not a platform problem. They are an integration problem. The order lives in one system, the account in another, the answer in a third, and the customer is the one carrying context between them.
Both platforms ship native connectors for the systems most organizations already run. For the rest, Amplify builds the integration through secure APIs, tests it against live data, and documents it so your team owns it. The virtual agent then reads and writes those systems directly, and a live agent sees the same record in one desktop instead of five tabs.
We design against resolution and repeat contacts. Containment is the metric that lets a bad deployment look good.
Results you can expect
What the numbers look like after go-live.
These are results from Amplify engagements and figures Zoom reports across its own customers, labeled as such. Outcomes vary with baseline, call mix, and scope, so we model yours during discovery instead of promising someone else’s.
Four in five calls into that queue ended with the customer's request completed and no agent involved. The fifth arrived with the transcript and the steps already taken. That is what a lower cost to serve looks like in practice. Fewer interactions reach a person, and the ones that do take less of their time.
Amplify figures are drawn from individual client engagements and are not averages. Zoom figures are published by Zoom and reflect its customer base, not Amplify's.
"Migrating a global contact center is a massive undertaking. To see a deployment of this scale go live on time, on budget, and in less than three months is a testament to Amplify's expertise. They are far more than a vendor; they are a partner to our team."
Sanjiv GomesChief Information Officer, CarID"What sets Amplify apart are its people. When we hit roadblocks in our service delivery model, their team rolled up their sleeves and solved them with us. They delivered a contact center solution that increased CSAT and met our rigid business metrics."
VP of Service, Delivery & EngineeringFinTech industry"Amplify's managed services and proactive support have been exceptional. They continuously improve the application to ensure our patients and caregivers have 24/7 access to the resources they need."
Kira BaldonadoExecutive Vice President, Prevent BlindnessStraight answers
Questions we hear first.
Does agentic AI work with the contact center we already have?
Yes. Zoom Virtual Agent runs in front of any contact center platform on chat and voice, so agentic self-service can be added without migrating the contact center itself. If you later move to Zoom Contact Center or Amazon Connect, the virtual agent and its integrations carry over.
What is the difference between a chatbot and an agentic virtual agent?
A chatbot matches a message to a scripted answer. An agentic virtual agent identifies what the customer needs and looks up their own records. It completes multi-step requests such as changing an order or updating an account, and when a person is needed it hands off to a live agent with the full conversation.
Which systems can the AI connect to?
CRM platforms such as Salesforce and ServiceNow, ERP and billing systems such as SAP, ticketing tools such as Zendesk, and knowledge bases. Zoom and AWS provide native connectors for common systems. Amplify builds and tests the integrations to anything else, including in-house applications, through secure APIs.
Do we need Zoom Contact Center to use Zoom Virtual Agent?
No. Zoom Virtual Agent is licensed and deployed on its own and works with any contact center platform. Pairing it with Zoom Contact Center adds shared routing, one agent desktop, and one reporting view, but it is not required.
Should we choose Zoom or Amazon Connect?
It depends on how much you want to build. Zoom Contact Center is ready-made, low-code, and runs inside the Zoom client most organizations already use. Amazon Connect is consumption-priced and built for deep custom engineering inside your AWS environment. Amplify implements both and recommends based on your systems, volume, and team rather than on a preferred vendor.
What does Amplify do that the platform vendor does not?
The vendor provides the platform and the AI model. Amplify decides what to automate based on your inquiry data and designs the conversations. We build the knowledge base and the integrations to your systems, run a phased cutover, and stay on after go-live to tune intents and flows against resolution and repeat-contact rates.
A first conversation
Bring your call mix. We'll bring a model of it.
Forty-five minutes with your CX and IT leads, no deck. We look at where agentic self-service would pay off first, which of the three platforms fits how you already work, and what a phased rollout takes from your team.
- Where self-service pays off first in your inquiry data
- Which platform fits, and why, in writing
- What a first queue in parallel realistically looks like
The license is the same wherever you buy it. Whether it resolves anything is built afterward, and that is the part we are accountable for.