In our earlier post on business continuity, we talked about the importance of resilient infrastructure and how Amazon Connect supports healthcare providers during times of disruption. But even outside of a crisis, many contact centers are limited by something more basic: licensing.
We’ve worked with providers who know they need to modernize but find themselves held back by rigid pricing models. Every time they want to involve a nurse or scheduler in communication workflows, especially for AI features like call summarization and sentiment analysis, it comes with added user licensing costs.
Given these licensing costs, most organizations have many of the clinical conversations on a traditional PBX line with no Gen AI capabilities.
That’s why we’ve helped clients move to Amazon Connect. Amazon Connect is a game changer because you have no per-user licensing fees.
Scaling Communication Without Barriers
It’s common for healthcare teams to want more flexibility in how they manage patient outreach, especially during periods of high demand. With per-agent licensing, even a small adjustment often means more fees and approvals.
Amazon Connect removes those limits for our clients. Teams can grow and adapt based on patient needs, not licensing terms. That freedom allows communication to flow more naturally between departments and care models.
Making Short-Term Campaigns Financially Viable
We’ve supported clients in running outreach efforts tied to follow-ups, vaccine schedules, and appointment reminders. Historically, the challenge is getting the right staff in place without unnecessary overhead.
With usage-based pricing, teams can staff up temporarily and then scale back down just as easily. That kind of responsiveness is difficult to pull off with traditional systems, where even short-term campaigns require long-term commitments.
Reinvesting in the Tools That Matter
When you move away from fixed licensing fees, you often uncover opportunities to invest in areas that directly improve communication and efficiency. Some teams put those savings toward self-service tools or more intelligent call routing. Others simplify things like onboarding and training.
What matters is that the budget stays focused on delivering value.
Keeping Up with Evolving Patient Expectations
The way patients want to engage with care is changing. They expect faster, more personalized communication. They want to schedule online, confirm appointments via text, and get follow-up messages without waiting on hold.
Migrating to Amazon Connect makes that kind of omnichannel communication easier to manage. And because it doesn’t require per-user licensing, providers don’t need to delay improvements that would make the experience better.
A Platform That Moves with You
Care delivery isn’t static. Telehealth, hybrid staffing, and after-hours services are all becoming more common.
Whether you're adding new services or expanding care teams, we help you migrate to a system that adapts to your model, not the other way around. Amazon’s Migration Acceleration Program (MAP) may even cover your migration costs, helping ease the transition. I encourage you to read more about it on the page linked below.
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