Coforge Integrated Contact Center & CRM Solution

Coforge’s Integrated Contact Center & CRM Solution Coforge delivers a comprehensive, end-to-end solution for modernizing citizen engagement through a cloud-native Contact Center and CRM platform. Built on Pega CRM™, Amazon Connect, and AWS, this integrated platform manages the entire journey—from design and deployment to ongoing operation and support. Key features include 24 x 7 x 365 Service Provision, advanced workflow automation, no-Code IVR Configuration, automated callbacks, and secure migration, ensuring a seamless, omnichannel healthcare experience for patients, characterized by immediate access and efficient service. The solution is designed to replace multiple legacy systems, streamlining workflows to reduce patient journey times and call abandonment rates, while enabling faster response times. Operational efficiencies lower the cost per call (2 million calls per annum) and provide a robust foundation for AI-driven enhancements and future digital healthcare transformation. Ongoing optimization and support ensure the platform remains resilient, scalable, and ready to meet evolving business needs.