About IngeniusCX

Specialist contact centre diagnostics and platform professional services led by deep CX transformation experience.

IngeniusCX helps organisations understand what is actually happening inside their contact centre operations, then gives them a defensible path to improve it across Genesys Cloud, Amazon Connect, NICE CXone, and hybrid environments.

Founder

Ankur Sharma

Contact Centre Transformation Architect and AI-driven Customer Experience specialist with 18+ years across enterprise communications, CCaaS platforms, and conversational AI.

Why we exist

The expertise was real. The tooling needed to catch up.

Contact centre assessments have always relied on experienced judgement. The challenge is the process around that judgement: slow exports, manual scoring, inconsistent approaches, and findings that are difficult to defend.

IngeniusCX developed the Queue Health Index and IngeniusFlow to make that expertise repeatable, faster, and easier to explain to executive and operational stakeholders. The same evidence then informs practical professional services: routing redesign, configuration clean-up, reporting, migration planning, and platform optimisation.

18+ yearsEnterprise communications, contact centre transformation, and CX technology delivery.

Multi-sectorExperience across government, financial services, healthcare, and customer operations.

Platform deliveryProfessional services for Genesys Cloud, Amazon Connect, NICE CXone, and hybrid estates.

AI practicalFocused on automation where the operational evidence supports it.