Voice AI Agent for Contact Centers - Powered by Amazon Bedrock
Flexa Cloud · Customer Service
Certification per AWS Marketplace.
Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
## Stop losing customers to hold queues - answer every call in under 3 seconds, 24/7
**The problem.** Contact centers waste 30-50% of agent time on repetitive calls (balance, status, password reset, scheduling, FAQ). Customers hang up. NPS drops. Costs climb. Hiring more agents does not scale.
Show the rest of the publisher’s description (48 more lines)
**Our solution.** A production-grade **Voice AI Agent** built on **Amazon Bedrock + Amazon Connect** that picks up the phone, understands intent in Portuguese, English and Spanish, resolves Tier-1 inquiries end-to-end, and hands off to humans only when it adds value - running entirely **inside your AWS account**.
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### Typical outcomes our customers see
| KPI | Result |
|---|---|
| Tier-1 call deflection | 60-80% |
| Average Handle Time (AHT) | -35% to -50% |
| Cost per call | -30% to -45% |
| Coverage | 24/7/365, no overtime |
| Time-to-production | 6-8 weeks |
| CSAT for automated calls | 4.2-4.6 / 5.0 |
---
### What is included
**Discovery and design (Week 1-2)**
- Call mining: we analyze 90 days of your transcripts to identify the top 20 deflection-ready intents
- Conversation design with your CX team
- Integration map (CRM, ERP, telephony)
**Build (Week 3-6)**
- Voice agent on **Amazon Bedrock** (Claude / Nova) with guardrails
- Telephony layer on **Amazon Connect** (or BYO: Genesys, Avaya, Twilio, Cisco)
- RAG over your knowledge base (Bedrock Knowledge Bases + OpenSearch)
- Real-time barge-in, interruption handling, ambient sound resilience
- Smart human handoff with full context transfer
**Launch and scale (Week 7-8)**
- A/B rollout (5% -> 25% -> 100%)
- Live dashboards: deflection, AHT, CSAT, fallback rate, cost per resolved call
- 30 days of hyper-care + monthly tuning loop
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### Built for industries with high call volume
Banking and Insurance - Healthcare - Retail and E-commerce - Utilities - Telecom - Logistics - Public sector
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### Enterprise-grade by default
- 100% deployed in **your AWS account** - your data never leaves your boundary
- Compliance-ready: **LGPD, GDPR, HIPAA, PCI-DSS, SOC 2**
- Bedrock Guardrails for PII redaction, toxicity filtering and hallucination control
- Full audit trail in CloudTrail + per-call recording with consent management
- Monitoring via CloudWatch + custom Grafana dashboards
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### Why Flexa
- **15+ years** in AI and Cloud, **AWS Partner since 2013**
- Leader in Generative AI in Latin America with **300+ AI solutions on AWS Marketplace**
- 200+ enterprise deployments delivered since 2023
- Featured at AWS events in San Francisco; CIO Review cover (June 2025)
- Outcome-based contracts available - we share the risk
---
### Next step - free Discovery Call
We will mine 30 days of your call data and return a **custom Business Case** with projected deflection rate, AHT reduction and ROI in 14 days - at no cost.
Click the link below to start.
Highlights
Highlighted by the publisher on AWS Marketplace.
Outcome-priced engagement - pay for measurable call deflection, AHT reduction and CSAT lift, not for hours
Deploys in your AWS account in 6-8 weeks - full data ownership, HIPAA/LGPD/PCI-ready, integrates with Amazon Connect, Genesys, Avaya, Twilio and Cisco
Built on Bedrock + Amazon Connect by an AWS Partner since 2013 with 300+ AI solutions on Marketplace and 200+ enterprise deployments across LATAM
Agent build and provenance
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Compliance
- FedRAMPConfirmedNot listed90%, registry-checkedNo FedRAMP Marketplace entry matched this vendor's domain, checked 2026-08-27registry recordas observed 2026-08-27
Confirmed means matched to a public authoritative registry. Claimed means the vendor or its listing states it, not yet cross-checked. A framework not shown was not found in any source we hold, which is not evidence against it. Not listed means a scoped registry check found no match for this vendor's domain: a No is a scoped registry check, not a compliance judgment. Confidence bands: 95% domain-verified, 90% registry-checked, 80% self-attested, 70% weak signal. Self-attested items marked “vendor's site” are gathered from the vendor's own website and are not verified by us.
Vendor
External enrichment · as of 2026-08-29
Sources
Publisher resources
1 linkLinked repositories
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