A National Healthcare Provider Moves from Mitel to Amazon Connect for Voice and Chat
Four Amazon Connect instances now run voice and chat for several business units, connected to clinic scheduling.
The Challenge
The provider's hosted Mitel contact centre could not easily integrate with its clinic scheduling platforms, and it offered limited digital channels for patients. Several business units, including client services and an internal IT service desk, depended on it.
Agents could not easily reach clinic scheduling data.
Patients had limited options beyond the phone.
A disruptive migration could have affected patient access to care.
Our Approach
A proof of concept and validation phase first, then a staged go-live designed to reduce risk.
Prove
- Proof of concept
- Target architecture validated
-
Reporting validated
Build
- Four Amazon Connect instances
- Voice, chat and self-service
-
Scheduling integration
Cut over
- Call forwarding first
- Mitel kept for rollback
-
Production, November 2024
Adopt
- User acceptance testing
- Training workshops
-
Number porting
The Solution
Serve7 migrated the provider's contact centres to Amazon Connect with voice, chat, self-service and scheduling integration.
- 1 Built for every division Four Amazon Connect instances serving several business units.
- 2 Voice and chat together Patients reach the provider by phone or chat, with self-service built in.
- 3 Connected to scheduling Agents work with scheduling data from the clinic platforms.
- 4 Lower-risk go-live Existing numbers were call-forwarded to Amazon Connect, then ported after migration.
Results
The provider now runs voice and chat on a single cloud platform connected to its scheduling systems, across multiple business units.
Call forwarding before porting meant patients could keep reaching care while the contact centre changed underneath them.
About the Customer
The customer is a national Canadian healthcare provider with clinics and services across the country.
AWS services used
- Amazon Connect (voice, chat)
- Amazon Lex
- Amazon Connect Contact Lens
- AWS Lambda
- Amazon S3
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