HEALTHCARE & PUBLIC SECTOR
Citizen and Patient Contact Centres Built for Scale, Privacy and Access
Government programs and health organizations serve everyone. Amazon Connect delivers the capacity, the accessibility and the Canadian data residency that demands.
Trusted across Canada
Public service cannot pick its customers.
Program launches, benefit deadlines and health events bring everyone at once, and every caller has a right to be served well.
A new program announcement or a public health notice produces a surge that lasts weeks.
Service in both official languages, accessible channels and support for callers who need more time.
Personal and health information has to stay in Canada, on a platform that passes security assessment.
What we build for government and health.
Serve7 has deployed Amazon Connect for Government of Canada programs and understands the security and procurement path.
Self-Service
Privacy
Program Launch
Program contact centres at scale
Instances stood up in days for new programs, with agents onboarded quickly and capacity that follows demand.
Privacy and security controls
Data in the Canada (Central) Region, encryption by default, PII redaction and role-based access aligned to your security assessment.
Accessible, bilingual channels
Voice, chat and SMS in English and French, with routing to the right language skill and support for relay services.
Reporting for accountability
Service standards, wait times and outcomes reported in near real time for program leads and oversight.
Proven in Canadian public service.
Government of Canada
1,500 agents onboarded in days, 40,000+ calls handled on peak days with no infrastructure over-provisioning.
Security assessment ready
Amazon Connect runs in the AWS Canada (Central) Region with the controls Canadian public sector security reviews expect.
Accessible by design
Bilingual routing, accessible chat and callback so nobody waits on hold.
Transparent reporting
Service standards measured and published from the same data the operation runs on.
Proven Results for Real Businesses
A National Home Health Care Provider Launches a Concierge Contact Centre in Under 90 Days
A serverless Amazon Connect contact centre, integrated with a new CRM, live in under 90 days with all data kept in Canada.
- <90 days From first consultation to live
- 30 sec For callers to reach the right contact
- 1 Application for CRM and calls
An Ontario Regulator Gains Real-Time Contact Centre Visibility Inside Salesforce
A Salesforce-embedded wallboard and a priority front desk queue give agents and supervisors live visibility where they already work.
- 15 sec Wallboard refresh in Salesforce
- 5 min Supervisor alert on front desk contacts
- 300 sec Service level tracked live
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.
- 4 Amazon Connect instances in production
- Nov 2024 Production go-live
- 2 Channels on one platform: voice and chat
Questions from public sector and health teams.
Amazon Connect is available in the AWS Canada (Central) Region, and AWS maintains Canadian public sector compliance programs. We work with your security team through the assessment for your specific program.
Yes. The platform can be provisioned in days. The schedule is usually set by content, training and integration rather than infrastructure.
Encryption in transit and at rest, PII redaction in transcripts and recordings, retention you control, and access limited by role.
Yes. Language selection, bilingual self-service and skill-based routing to English and French agents are standard in our deployments.
Launching a program or replacing a legacy platform?
Tell us the timeline and the security requirements and we will show you how we have met them before.
Contact us
Talk to the Serve7 team.
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