Move the patient contact centre. Then let AI agents take the calls that don't need a person.
Your morning queue and your ageing phone platform are the same problem. An AI agent can't fix a queue if the platform underneath it can't reach your booking system. So we move the contact centre to Amazon Connect Customer without a day of downtime, then put AI agents on appointment changes, reminders and repeat prescriptions. Any call that turns clinical goes straight to a nurse.
Eight contact centre migrations completed, every one with zero downtime, up to 6,000 advisors.
About 1,200 agents moved from Cisco to Amazon Connect Customer in four months for Neovance.
Amazon Nova Sonic voice agent live since March 2026, handling 10,000+ interactions with 14% to 30%+ containment.
AWS Advanced Tier Services Partner. Amazon Connect Service Delivery Partner. 8 Amazon Connect Ambassadors.
Watch what happens halfway through this call
A patient rings to move Monday's appointment. Halfway through, she mentions she has been dizzy since yesterday. The AI agent stops the booking and puts her through to a nurse, with her verified record and what she said already on screen.
Step 1: move to Amazon Connect Customer without downtime
We build the new contact centre alongside your current one, prove it on real calls, port the numbers and switch over when you're ready, not when your contract forces you. We have completed eight contact centre migrations, every one with zero downtime, up to 6,000 advisors.
Step 2: AI agents on the calls that don't need a person
Appointment changes
The patient rings to move an outpatient or GP appointment. The agent checks who they are, finds a new slot in the booking system, books it and sends a text to confirm.
Outbound reminders
The agent calls ahead of an appointment. If the patient can't make it, it rebooks them on the call and frees the slot early enough to offer it to someone on the waiting list.
Repeat prescriptions
The agent checks identity, checks the status of a repeat request and logs a new one where the rules allow. Anything about side effects or a change in medication goes to a pharmacist or GP.
Clinical calls
These never stay with the AI. When a caller describes a new or worsening symptom, the agent stops the admin task and transfers to a nurse with the verified record and the caller's words on screen.
Two customers we can name
Neovance
Neovance helps pharmaceutical manufacturers improve patient access to their therapies. We moved about 1,200 agents from Cisco to Amazon Connect Customer in four months against a hard divestiture deadline. Our managed service then cut contact centre operating cost by 25%, and by a further 20% in year one. Their Amazon Nova Sonic voice agent has been live since March 2026, handling 10,000+ interactions with 14% to 30%+ containment.
Pearson
We moved 6,000+ advisors across 16 business units, handling 80M+ call minutes a year, off Serenova and ported more than 1,500 numbers. Pearson has since saved more than $1m in managed-service cost.
Neither is an NHS trust. Both are large, regulated and unforgiving of downtime.
The four questions clinical and IG teams ask
Who sets the clinical rules?
Your Clinical Safety Officer. We build the rules so they can be tested, logged and changed without rebuilding the agent, and the clinical handover rule runs before any booking or prescription action.
What can the agent see and change?
What each journey needs, and nothing more. An agent that books appointments has no reason to read clinical notes. Every lookup and every change is logged against the call.
What about callers who shouldn't be handled by an AI?
The agent is built around where it must stop. A symptom, distress or anything it isn't sure about goes to a person, with the context attached. An agent that hands over correctly is doing its job.
What about security?
The platform carries AWS's published 99.99% monthly uptime SLA and inherits AWS's ISO 27001, ISO 27017, ISO 27018, SOC 1/2/3 and PCI DSS attestations, available through AWS Artifact. These are AWS's, not ours. We operate information security policies aligned to ISO 27001 and are working towards certification in our own name, targeted for H1 2027.
Start with a readiness review
We look at your patient contact centre and tell you what it takes to move to Amazon Connect Customer, and where AI agents would resolve calls. AWS funding may be available for the move or for an AI agent pilot, depending on your situation. AWS makes that decision, not us, and we'll tell you early whether it looks likely.
If the contract on your current platform is coming up for renewal, now is the time to look.