We design, build, and deliver enterprise-grade cloud contact centre solutions — from custom CCPs and AI self-service agents to Bedrock-powered automation. Serving clients across North America and Europe.
From architecture design to production deployment — we cover every layer of your contact centre stack.
Agent desktop experiences built with Streams.js, Chat.js, and ConnectQ.js — real-time AI suggestions, screen pop, queue metrics, and call disposition workflows.
Inbound and outbound AI agents using Bedrock Agents, multi-agent orchestration, RAG pipelines (Kendra/OpenSearch), and guardrails — with seamless escalation to live agents.
Serverless, programmable voice IVR using AWS Chime SDK SIP Media Applications — replacing legacy PBX IVR with per-minute billing and elastic scalability.
Bi-directional real-time integration between Amazon Connect and Salesforce, ServiceNow, or Microsoft Dynamics — click-to-dial, call logging, instant screen pop.
Contact Lens integration, real-time sentiment analysis, QuickSight dashboards, agent performance evaluation, and automated quality workflow triggers.
HIPAA-compliant Amazon Connect deployments for healthcare payor environments — member E&B, claims status, prior authorisation IVR flows, and dedicated queue routing.
Every engagement is built around business outcomes. Here's what we've delivered for clients.
Designed and deployed an Amazon Connect + Lex omnichannel IVR replacing costly agent-handled store support calls with AI self-service automation.
Retail · 1,000+ locationsAPI middleware and Lambda-based automation eliminated manual data workflows, reducing operational overhead and agent handle time across the contact centre.
Enterprise · Cloud migrationReal-time screen pop via bi-directional CRM integration — customer context delivered to agents instantly, eliminating manual CRM searching during live calls.
Financial services · CRM integrationBedrock-powered AI self-service agent handling inbound queries autonomously — with guardrails, session context, and seamless escalation when needed.
Healthcare payor · AI self-serviceQnA Bot integrated with Bedrock fallback and Kendra knowledge base — automated FAQ resolution without agent involvement for common customer inquiries.
Government · Knowledge baseAcross healthcare, retail, finance, government, and global NGO sectors — combining platform savings, AI deflection, and operational efficiency gains.
Multi-sector · 20+ years ITA structured delivery process — so you always know what's happening and why.
We map your current environment, define success metrics, and design the right solution — before writing a single line of code.
Agile delivery in 2-week sprints. Contact flows, Lambda functions, AI agents, and CRM connectors — built and tested in your AWS account.
End-to-end call flow testing, AI intent tuning, load simulation, and UAT with your team before a single agent goes live.
Go-live support, post-launch monitoring, and iterative optimisation — with dashboards so you can see the ROI in real time.
We work across every layer — from contact flow design to AI orchestration to IaC deployment.
Verified AWS Knowledge badges and industry certifications.
Babylon Knowledge was founded by Ali (Alex) Nssaif — an Amazon Connect specialist with 12+ years of hands-on contact centre architecture and 20+ years in enterprise IT.
We don't just advise — we design, build, and deliver. From custom CCP development with Streams.js to Bedrock multi-agent RAG pipelines to Chime SDK IVR-as-a-Service, every engagement is led by someone who has shipped these solutions in production at scale.
Previous clients include the World Health Organization, where we delivered globally scalable Amazon Connect architecture, and major retail and healthcare organisations in the US and Canada.
Recognised in a company of 3,000+ employees for exceptional UC and contact centre initiatives.
AI Bot systems deployed across 3 government offices and 50+ private companies with Teams & UCCX integration.
US-based and eligible to work in Canada under the CUSMA professional work permit — no LMIA required.
Proven delivery in regulated environments including healthcare payor member services and financial services.
Tell us about your contact centre challenge. We'll respond within one business day.