Do you want to move your contact center to Amazon Connect, but are unsure how to get started? Let CTG help you migrate your existing contact center to Amazon Connect. Not only have we deployed Amazon Connect with other clients, CTG utilizes the system to run our own Managed Service Call Center. We have the ability oversee your solution from start to finish, or until you feel confident enough to manage your new Amazon Connect phone system internally.

CTG is an AWS Select Tier Services Partner with an AWS Service Delivery designation for Amazon Connect. We have over 35 years’ experience in the healthcare industry including designing and building healthcare call centers. We know the importance of patient interactions and satisfaction and understand the need to protect ePHI and put safeguards in place to help satisfy HIPAA requirements.

Our standard multi-stage deployment methodology includes:

• Assess – Understand your current call center operations, analyze your requirements and gaps, and gather your wish list items for your current service desk operations. Estimate your monthly costs using Amazon Connect.
• Design – Create a solution that will leverage the modern features and functions of Amazon Connect to resolve your current issues. The plan will include estimates that compare your legacy telecom costs to Amazon Connect's future ongoing costs.
• Deploy – Implement the designs that were agreed upon in the previous phase of the project. Comprehensive user acceptance testing will be part of the deployment plan, so you are confident that the new system will perform as expected.
• Configure – Provide encryption of calls, redaction of data, and role-based agent hierarchy for least privileged access to enhance your security and compliance.
• Train – Deliver supervisor and agent training. Supervisor training covers call recording, profile change routing, and real-time (dashboard) and historical reporting. Agent training covers how to use the Amazon Connect Contact Control Panel (CCP).
• Maintain – Offer unlimited incident response during the first 30 days and 10 hours of additional consulting and advising support up to 30 days post go-live.

Optional features available include:

• Agent Quality Measures – Provide compliance and sentiment analysis on 100% of all calls and create notifications when thresholds are missed. Live conversation monitoring is also available.
• Bot Automation – Analyze current contacts and provide automation opportunities to reduce toil and agent workload while driving down costs. No coding is required.
• Custom CCP – Deliver specific, detailed information to your agents in real time, outside of the standard information that the Amazon Connect CCP provides.
• Custom Dashboards – Build custom, real-time dashboards that are viewable anywhere with an internet connection.
• Custom Reports – Create custom report templates based on current needs to continue to provide reporting after go-live.
• Disaster Recovery Setup – Get back up and running within 10 minutes of a failure with minimal monthly recurring fees.
• Expanded Contact Channels – Enhance your call center operations when you need more than five queues or routing profiles or require more channels than voice and chat.
• First Level Response Rate Enhancement – Set up and integrate with your knowledge database to provide agents with real time knowledge articles based on verbal conversation, eliminating the need for agents to search the knowledge database manually.
• Legacy Call Center Data Migration – Create custom mapping, so you can compare your legacy call center data to your Amazon Connect data for key performance indicators.
• Omni-Channel Outbound Campaigns – Proactively communicate across voice, SMS, and email to quickly serve end users and improve agent productivity, while supporting compliance with local regulations.
• Reporting Automation – Automate the process of manually pulling and summarizing your reports on a weekly or monthly basis, so you can spend your time doing more meaningful analysis of your operations.
• Voice ID – Reduce call handle time and increase security.