Cloud contact centers, tuned to your business.
We design, migrate, and optimize CCaaS platforms so every customer conversation lands — reliably, and at scale.
Deep platform expertise, without the guesswork.
Most CX problems aren't really about the tool — they're about how it's architected, integrated, and measured. That's where we come in.
Platform architecture
Reference designs for Genesys Cloud and Amazon Connect — routing, telephony, resilience, and security modeled to your traffic and compliance needs.
Migration & integration
Move off legacy on-prem or a rival cloud with a low-risk cutover plan, CRM and data-lake integrations, and no surprises on go-live day.
Analytics & optimization
Turn interaction, recording, and journey data into decisions — from queue tuning to agent effectiveness — using the APIs the vendors bury.
AI & automation
Voice and chat bots, summarization, and agent assist built on Bedrock and native platform AI — scoped for real deflection, not demos.
The vendor sells you the platform. We make it perform.
We've lived inside these systems — packet captures, SIP traces, API rate limits, the lot. When something breaks at 2am, we've usually seen it before.
What an engagement includes
- A written architecture review, not a slide deck
- Root-cause analysis on real incidents — SIP, WebRTC, routing
- Hands-on build alongside your team, with knowledge transfer
- Measurable targets: latency, deflection, CSAT, cost per contact
Let's tune your contact center.
Tell us what's not working. We'll tell you honestly whether we can help.
From first assessment to steady-state optimization.
Engagements are scoped to your stage — whether you're choosing a platform, mid-migration, or trying to fix a live one.
Platform selection
Vendor-neutral evaluation of Genesys Cloud, Amazon Connect, and others against your routing, compliance, and cost requirements.
Solution architecture
Detailed designs for telephony, resilience, security isolation, and integration — documented so your team can own it.
Migration delivery
Phased cutover from legacy or competing clouds, with rollback plans, number porting, and parallel-run validation.
Incident forensics
Deep SIP / WebRTC / packet analysis to find the real cause of dropped calls, one-way audio, and routing failures.
Analytics enablement
Dashboards and data pipelines built on the Analytics, Conversations, and Recording APIs — surfacing what the console hides.
AI & automation
Voicebots, agent assist, and post-call summarization on Bedrock and native AI, scoped for measurable deflection and quality.
A clear path, every engagement.
Assess
We audit your current architecture, data, and pain points — and put findings in writing.
Design
A target architecture with trade-offs made explicit and success metrics agreed up front.
Build
Hands-on delivery alongside your team, transferring knowledge as we go.
Optimize
We measure against the targets and tune — routing, cost, quality — until they're met.
Not sure which you need?
Start with a short assessment. It usually pays for itself in the first fix.
A small, senior team that has actually run the systems we advise on.
Panpipe is a boutique consultancy focused on customer-experience and contact-center technology. We don't resell platforms and we don't take vendor kickbacks — which means our advice is only ever in your interest.
Our background is deeply hands-on: Genesys Cloud CX and Amazon Connect architecture, SIP and WebRTC troubleshooting, AWS infrastructure, and applied AI. We've delivered for enterprises across the Americas, in English and Spanish.
We keep engagements small and senior. You work directly with the person doing the thinking — not a rotating bench of juniors.
How we operate.
Write it down
Findings, designs, and decisions live in documents you keep — not in a consultant's head.
Measure everything
Every engagement starts with the numbers we're trying to move, and ends by checking them.
Transfer the knowledge
We build with your team, not around them, so you're not dependent on us afterward.
Say the hard thing
If a project shouldn't happen, or a vendor is wrong for you, we'll tell you plainly.
Work with senior people.
Tell us about your contact center. We'll be straight with you about the fit.
Tell us what's not working.
Send a few lines about your setup and what you're trying to fix or build. We reply to every genuine enquiry within two business days.