Sold by: Call Center Power
This is a professional services engagement for healthcare organizations to assess, design, implement, migrate, integrate, train, and provide go-live support for Amazon Connect Customer solutions.
Overview
This service migrates and modernize healthcare and healthcare-adjacent organizations contact centers including providers, payers, pharmacy benefit managers, and patient engagement teams using Amazon Connect and it's advanced capabilities, and supports enterprise-scale deployments with secure AWS-native architectures designed for resiliency, scalability, and operational efficiency.
Key Activities and Deliverables 1/Amazon Connect Implementation: Amazon Connect environment deployment; contact flow development; queue and routing configuration; omnichannel enablement; voice and chat setup. 2/AI & Automation: Amazon Lex and BYOB chatbot integration; Amazon Q in Connect implementation; real-time AI assistance; conversational IVR automation; intelligent routing and agent assist. 3/Salesforce Integration: Salesforce CTI integration; screen-pop configuration; case creation and linkage; click-to-dial functionality; omnichannel agent workflows. 4/Security & Compliance: HIPAA/HITRUST aligned design; encryption at rest and in transit; SSO integration with Okta; role-based access controls; AWS KMS integration. 5/Analytics & Optimization: Amazon Connect Contact Lens; QuickSight dashboards; sentiment analysis; QA scorecards; WFM forecasting and adherence. 6/Migration Services: Legacy platform migration: number porting and cutover; historical recording migration; UAT support; Hypercare and operational readiness.
Highlights
- Management team has 35+ years contact center experience
- Specialize in CX modernization for healthcare and healthcare-adjacent organizations, including providers, payers, pharmacy benefit managers (PBM), healthcare technology providers, and patient engagement teams.
Details
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Delivery method
Deployed on AWS
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