Healthcare Customer Engagement with Amazon Connect and Incident Manager

The Challenge

A healthcare provider required a 24/7 patient communication system that could handle high call volumes, automate emergency responses, and improve patient satisfaction. The existing setup lacked efficient after-hours call management, causing delays in urgent responses and inconsistent patient engagement.

The client needed a solution that:

• Enabled 24/7 patient call handling with efficient call routing and voicemail storage.

• Automated emergency alerts for critical situations after business hours.

• Ensured real-time monitoring and logging for regulatory compliance and service optimisation.

The Solution

Wiz Digital Services implemented Amazon Connect for cloud-based patient call management, integrating AWS Incident Manager to automate urgent alerts for emergency calls.

Key Actions:

• Amazon Connect deployment to handle inbound and outbound patient calls.

• AWS Incident Manager integration for real-time emergency alerts and rapid response handling.

• AWS Lambda-powered automation for workflow triggers and emergency call management.

• Amazon S3 storage setup for secure storage of voicemails and call recordings.

• AWS CloudWatch monitoring for real-time tracking and performance insights.

The Results

By integrating Amazon Connect and AWS Incident Manager, the healthcare provider enhanced customer engagement, improved emergency response times, and ensured seamless communication processes.

✅ 24/7 Patient Availability – Patients could reach support anytime, improving satisfaction and accessibility.

✅ Automated Emergency Response – AWS Incident Manager ensured urgent calls were escalated immediately to on-call agents.

✅ Secure Call Recording & Storage – All voicemails and interactions were logged and securely stored for compliance and future reference.

✅ Improved Call Routing Efficiency – Intelligent routing ensured faster response times during business hours.

Technical Stack

• Amazon Connect – Cloud-based contact centre for managing patient calls, voicemail, and call routing.

• AWS Lambda – Automating workflows and emergency call notifications.

•  Amazon S3 – Secure storage for voicemails, call recordings, and patient interaction data.

• AWS CloudWatch – Monitoring system health, tracking performance, and logging interactions.

• AWS Incident Manager – Automated on-call scheduling and real-time agent alerts for urgent after-hours incidents.

Why Choose Wiz Digital Services?

We provide intelligent, cloud-powered communication solutions to help healthcare providers deliver better patient engagement, faster emergency response times, and seamless 24/7 communication.

Optimise your healthcare contact centre with cutting-edge AWS technology.