Amazon Connect Is the Perfect Choice for Call Centers in Healthcare

Effective communication is essential for quality patient care and operational efficiency. Yet, many healthcare organizations still rely on traditional call centers that are rigid, costly, and poorly suited to clinical environments.

Amazon Connect, a cloud-based, Generative AI omnichannel solution from AWS, offers a flexible, affordable, and scalable alternative that transforms how providers, staff, and patients stay connected.

The Healthcare Communication Challenge

Healthcare delivery depends on timely, reliable communication, but many organizations struggle with:

• Fragmented Channels: Different systems (e.g., phones, email, EHR messaging) that don't integrate, causing delays in critical decisions.
• Patient Frustration: Long wait times and frequent call transfers reduce satisfaction.
• High Costs: Legacy contact management platforms require per-agent licensing, on-premises hardware, and ongoing IT maintenance.
• Inflexibility: On premise call centers limit support for remote and hybrid staff.
• Outdated Options: Legacy systems often only support voice, while patients expect text, chat, video, and portal-based communication.

Why Amazon Connect Stands Out

Amazon Connect solves these challenges with a healthcare-ready platform that is:

• Generative AI: Amazon Connect uses the same AI engine that is used by Alexa.
• Cost-Effective: No per-agent licensing fees; Amazon Connect offers pay-as-you-go pricing.
• Cloud-Based: Accessible anywhere, supporting hybrid and remote workflows.
• Secure: HIPAA-eligible with built-in safeguards for sensitive patient data.

Financial Impact

The adoption of Amazon Connect has delivered measurable results for healthcare organizations. According to Forrester's The Total Economic Impact of Amazon Connect, organizations using Amazon Connect have achieved:

• Reduction in cloud technology costs of $4.3 million
• Subscription cost savings of 31%
• Agent labor savings from reduced call volume of $4.6 million
• Increased operating income by $2.6 million with enhanced customer experience
• Return on investment (ROI) of 241%

As an example, CTG, an AWS Select Tier Services Partner with an Amazon Connect Service Delivery designation, used Amazon Connect to rapidly deploy an Epic MyChart patient portal support program . We reduced agent training time by 75% (i.e., from 2 hours to 30 minutes), saving 4,500 minutes for 50 agents for a client, Emplify Health, a Midwest U.S. healthcare network with 11 hospitals and over 100 clinics.

The Future of Healthcare Communication

Amazon Connect's cloud-based flexibility, integrations, and AI-driven features enable healthcare organizations to deliver personalized, efficient patient experiences across clinical and administrative workflows.

Partnering with CTG ensures an efficient implementation, using our expertise to maximize Amazon Connect's potential. Ready to modernize your healthcare communication?