Connect's second act is here — Nova Sonic voice, agentic flows, Bedrock AgentCore. We design, build and hand over AI contact centres that verify callers, act on real systems, and prove every authorisation — delivered in your own AWS account.
Three things we'd rather demonstrate on your systems than assert on a slide.
Amazon re-platformed Connect in 2026 — Nova Sonic speech-to-speech voice, agentic flows, Bedrock AgentCore. Most delivery expertise in the market was built for the previous stack. We built agentic delivery before it was native in Connect, and have a real build on the new stack. grantedison is not late to Connect; it is early to Connect's second act.
Callers are verified deterministically — never by the LLM — and every action re-checks its own authority at execution time. The deny paths are covered by an automated test suite that runs on every change, and the two-layer refusal is demonstrable live.
Everything is built in your own AWS account: agents on Bedrock AgentCore, tools as single-purpose Lambdas behind an MCP gateway. Fixed price, phased payments — and you own all code and IP at handover.
Three expanding layers — for Connect estates, legacy contact-centre migrations, and public sector.
The entry point
Amazon Connect + Nova Sonic real-time voice + Bedrock agents. Answers with no queue, verifies the caller server-side — the agent cannot act on an unverified caller — resolves L1 requests end-to-end, and escalates to a human with the transcript and context already loaded. Runs alongside your existing phone system: no rip-and-replace.
The queue itself
Agents that work the ticket queue in your ITSM — triage, diagnose, resolve, update — against live systems, not a knowledge base, with every action written back to the ticket as an audit trail.
The relationship
Longer-running agents for bids, presales and back-office operations. The contact centre is the way in; the agentic platform is the relationship.
In your own AWS account from day one — identity, integrations and the authorisation model come first, not last.
Integrations to your PSA, Microsoft 365 and CRM. Write actions ship disabled and in dry-run; turning one on takes an explicit confirmation that states its blast radius.
Warm transfer with the transcript, customer profile and ticket context already loaded — nobody starts from zero.
Fixed price, phased payments. You own all code and IP.
Nothing changes state because a model decided it should. The authorisation gates live in the actions, not in the prompt — a model cannot argue its way past them, because the model is not the thing doing the checking.
Each of these happened on a dated run against real systems. No uptime, SLA or accuracy figures appear here — every number traces to something that actually ran.
to onboard a client
~1m51s
Tenant, app consent, users, PSA join key and verified agent access — one CLI run from one config file, and re-runs are idempotent.
cloud-side stack deploy
~75s
The full client stack — MCP gateway, gated action tools, container runtime, roles — from one config file. Torn down again to verified zero residue.
every one refused
12 attacks
A social-engineering and prompt-injection suite runs against the live agent — impersonation, authority spoofing, urgency, instruction override — as a regression check on every change.
negative authorisation
17 checks
A suite proving every gate denies — verified caller, known contact, same client, that client's tenant only — from the first real-world service-desk deployment.
A real agent runs behind this site: an Amazon Connect chat that dispatches to a Claude agent on Bedrock AgentCore and writes its findings back to a ticket in a sandboxed demo desk. Start it from your browser and watch what it does — and what it refuses.
Run the live demoIf you resell Connect or prime CX programmes and need agentic delivery capacity, grantedison delivers workstreams — not bodies. Fixed-price or T&M, under your brand or alongside your team, with one accountable point of delivery: SC-cleared and UK-based.
Talk about capacityA Connect estate you want the AI layer on, a legacy Avaya/Genesys/Mitel migration, a ticketed service desk, or a programme that needs delivery capacity — tell us what you're looking at and we'll come back with something concrete.
Demos always ready — the live demo on this site is the real stack, and a deeper walkthrough takes one call.
Direct or via your existing partner — both work.
Prefer email? dale@grantedison.com