For decades, health systems have relied on traditional contact center models — primarily phone-based — to manage patient interactions. That generally worked. But in recent years, with changing consumer expectations and a major health crisis that overwhelmed many organizations’ call systems, it was time to rethink contact centers and move away from being locked into on-premises solutions.
When it comes to modern contact center strategies for healthcare, organizations have been looking for scalability and resiliency, which many have found through cloud-based solutions. Amazon Connect, for…
