1,200 agents migrated in four months: Neovance clinical trial telephony

1,200 agents migrated in four months: Neovance clinical trial telephony

Patient access and clinical support telephony operates under constraints most contact centres never face. Every patient call must route to the correct therapy or programme protocol. Every interaction must be recorded for regulatory compliance. Any service interruption risks programme continuity and patient access.

Neovance helps pharmaceutical manufacturers improve patient access to their therapies. When they needed to migrate about 1,200 agents from legacy Cisco infrastructure to Amazon Connect Customer against a hard divestiture deadline, the challenge was executing the migration without losing a single patient call, maintaining full regulatory compliance, and doing it in four months.

This is what that migration actually looked like.

The starting position

Neovance's legacy Cisco environment served patient access programmes across multiple sites, routing patient and provider inquiries to specialist teams based on therapy protocol requirements. The system recorded calls, maintained audit trails for compliance inspection, and integrated with programme databases.

The constraint was a hard four-month divestiture deadline and a rigid legacy architecture. Adding or changing a programme flow meant weeks of configuration work, and per-seat licensing meant operating cost did not flex with programme demand.

What the migration actually required

Migrating regulated patient access telephony is not the same as migrating a general support desk. The compliance requirements are non-negotiable.

Every call must be recorded and stored with tamper-evident audit trails. Patient data privacy must be maintained under HIPAA-eligible AWS architecture. Call routing must follow programme rules accurately so patients and healthcare providers reach the right specialist team first time.

CloudInteract's approach was architectural rather than procedural. Instead of replicating legacy PBX rules one-for-one, we built modular Amazon Connect Customer contact flows and integrated custom agent portals with the client's CRM and Pega workflows.

Call recordings and interaction data stay in the customer's AWS tenancy, not a third-party vendor storage layer. Audit trails are maintained in AWS CloudTrail.

The cutover and ongoing operations

Four months from start to about 1,200 agents live on Amazon Connect Customer with zero downtime. Ongoing managed service cut contact-centre operating cost by 25%, and a further 20% in year one. Their Amazon Nova Sonic speech-to-speech voice agent has been live in production since March 2026.

What this means for regulated sector migrations

The Neovance migration demonstrates three things that matter for anyone evaluating Amazon Connect Customer in a regulated environment:

First, AWS-native architecture keeps call recordings and patient interaction data inside the customer's AWS account boundaries.

Second, zero-downtime cutover is achievable against a fixed divestiture deadline when infrastructure, integrations, and UAT run as disciplined parallel workstreams.

Third, operating cost reduction comes from architectural efficiency: moving from legacy per-seat licensing to consumption-based pricing on Amazon Connect Customer, cutting operating cost by 25% after migration and a further 20% in year one.