Healthcare contact center demands can shift quickly. Call volumes may spike during a flu outbreak or public health alert and just as quickly return to baseline. Traditional contact center models with fixed infrastructure and long-term contracts are not built for those fluctuations.

That's why many healthcare organizations are making the shift to Amazon Connect, which offers flexible, pay-as-you-go pricing models. In this blog, we'll explain why this added flexibility makes Amazon Connect a superior setup as patient communication evolves.

Cost Control Advantages of Pay-as-You-Go

• No Overprovisioning or Sunk Costs: Pay only for active services-voice, chat, messaging, and email-eliminating wasted spending on unused capacity.
• Easily Scale Up or Down: Respond instantly to seasonal spikes, public health events, or sudden call volume changes without renegotiating contracts.
• Transparent, Itemized Billing: Gain insight into costs with detailed usage-based billing enabling better budget forecasting and financial accountability.
• Experiment Without Risk: Try new technologies or services without long-term commitments or vendor lock-in.

How Amazon Connect Supports Cost-Efficient, Responsive Healthcare Contact Centers

Key benefits for healthcare contact centers include:

• Built-In AI and Automation: Reduce agent load with Amazon Lex, bots, and real-time analytics.
• Omnichannel by Default: Manage voice, chat, SMS, and web messaging from one platform.
• Remote-Ready and Secure: Deploy agents anywhere with secure cloud access and built-in compliance controls.
• EHR and CRM Integration: Connect easily to healthcare systems through APIs.
• Unified Agent Experience: Handle all interactions across channels from a single interface.

Forrester Research Report Confirms Cost Savings by Moving to Amazon Connect

One of the biggest advantages of pay-as-you-go pricing is the ability to scale without committing to heavy upfront costs. But the financial impact goes well beyond flexibility.

To quantify the real value, Forrester conducted customer interviews and analyzed usage data, concluding that organizations adopting Amazon Connect achieve meaningful three-year benefits-including cost savings, revenue growth, and improved agent productivity. The report highlights several key findings:

• $4.3 million reduction in cloud technology costs
• 31% savings on subscription costs
• $4.6 million in agent labor savings from reduced call volume
• $2.6 million in increased operating income with enhanced customer experience
• 241% return on investment (ROI)

To learn more about the ROI of deploying Amazon Connect, Download the report .

As an Amazon Connect certified implementation partner, CTG works with clients to understand their environment and design a solution to solve current challenges and maximize benefits. Learn more about how CTG's Amazon Connect Contact Center offering can help improve your operations and bottom line.