A Next-Generation Contact Center Powered by Amazon Connect and ServiceNow
Read how CDW helped a women’s healthcare provider modernize its contact center to enhance call routing efficiency and improve patients’ experience.
Giving patients a better support experience
51%
of patients are satisfied with their provider’s contact center service1
1%
of healthcare contact centers achieve a first call resolution (FCR) rate above 80%2
How can a contact center be more intuitive and more automated?
A REAL-WORLD EXAMPLE
No More Pressing Zero
The healthcare provider’s contact center used an outdated cloud PBX system reliant on a dual-tone multifrequency menu with nine options and multiple sub-menus — and most callers simply pressed 0 to get an operator. The provider wanted a modernized contact center and service management platform that could also assist human resources with physician and employee onboarding.
THE TURNING POINT
Integrating ServiceNow SmartAdmin Lite With Amazon Connect
Due to its smaller staff and rapid growth needs, the provider prefers a cloud-first approach to technology and has made significant investments with multiple cloud providers. CDW Healthcare recommended an integrated solution using ServiceNow SmartAdmin Lite and Amazon Connect.
- CDWʼs Digital Experience Solution team built the new contact center application, fully integrating Amazon Connect and ServiceNow.
- The integrated solution included a voice-enabled interactive voice response (IVR) powered by Amazonʼs AI chatbot platform, Amazon Lex.
- CDW created custom reporting using AWS’s business intelligence tools and developed a custom plug-in to eliminate the need to log into multiple systems.
THE RESULTS
Optimized Workflows and Patient Contact Response
By modernizing the contact center, the healthcare provider ensures that patients experience faster, more efficient support. Automation further optimizes functionality and responsiveness.
Here’s why it worked:
- Amazon Connect’s upgraded reporting capabilities give the provider detailed insights into call patterns that were previously unavailable.
- AI generates post-call summaries and attaches them to ServiceNow tickets, condensing unstructured input into concise descriptions and saving service desk technicians’ time.
- These insights and efficiencies help resolve patients’ concerns more quickly and more accurately, enhancing their experience.
What’s next?
With the integration of AI and advanced reporting capabilities, the provider is now positioned to support both current and future growth, driving additional use cases to meet the evolving needs of the business.
Sources:
1 Hyro, “The State of Healthcare Call Centers 2023,” 2023
2 Dialog Health, “Latest Healthcare Call Center Statistics: Must-Know for 2025,” 2025
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