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Featured Case Study | Healthcare
Transforming Healthcare Contact Centers with Salesforce Voice & Amazon Connect
A healthcare organization unified its customer service and voice operations with Salesforce Service Cloud, Salesforce Voice, and Amazon Connect, improving agent productivity, call routing, interaction visibility, and patient support.
Healthcare OrganizationSalesforce Voice & Amazon Connect
Salesforce Voice + Amazon Connect
Patient QueueRouting RulesLive Insights
Live Status
Connected Call
Unified Voice & Patient Context Hub
Integrated Service Cloud Voice & Amazon Connect with real-time transcription and automatic callback management.
Active CallTranscription
Contact Center OperationsOptimal Flow
Avg Handling Time:~25% Lower
Callback Completion:~30% Higher
Call Routing:Intelligent Amazon Connect
Salesforce Service Cloud Voice • Amazon Connect100% Operational Uptime
~25%
Reduction in Average Handling Time
~30%
Increase in Callback Completion
Faster
Call Routing & Response
Higher
Agent Productivity
About customer
A healthcare organization modernizing patient support
A healthcare organization managing a high volume of customer and patient interactions wanted to modernize its contact-center operations.
The organization needed to connect its CRM and voice infrastructure while giving agents better customer context and supervisors greater visibility into contact-center activity.
Clients Challenge
The existing environment relied on disconnected systems and manual processes across voice, customer information, documentation, and callbacks.
Limited Customer Context
Agents lacked complete customer and interaction history during calls.
Inefficient Call Routing
Calls were not consistently routed to the right department or agent.
Manual Documentation & Callbacks
Interaction records and follow-ups required significant manual effort.
Limited Real-Time Visibility
Supervisors lacked sufficient visibility into live interactions and agent performance.
Solution
- Unified Agent Workspace: Integrated Salesforce Service Cloud and Salesforce Voice to bring customer records, cases, activities, and voice interactions into a connected agent experience.
- Intelligent Call Routing: Configured Amazon Connect routing based on department, language, and interaction requirements to improve call distribution and reduce unnecessary transfers.
- Real-Time Agent Support: Enabled real-time monitoring, call transcription, and interaction insights to improve supervisor visibility and agent coaching.
- Automated Call Management: Automated the capture and tracking of calls, voicemails, callbacks, and interaction records to create a structured follow-up process.
Our achievements
~25% Lower Average Handling Time
Streamlined workflows and better customer context helped agents handle interactions more efficiently.
~30% Higher Callback Completion
Structured callback management improved follow-up execution.
Improved First-Call Resolution
Better access to customer and case information supported faster issue resolution.
Reduced Missed & Abandoned Calls
Improved routing and interaction management helped reduce missed contact opportunities.
Higher Agent Productivity
A connected workspace reduced operational friction and improved access to information.
Better Interaction Visibility
Real-time monitoring and interaction insights gave supervisors greater operational visibility.
Technologies
Salesforce Service Cloud
Salesforce Voice
Amazon Connect
Contact Center Integration
Call Routing & IVR
Real-Time Monitoring
Call Transcription
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