Sagility Modernizes Healthcare Customer Engagement with Amazon Connect

Datasleek partnered with Sagility to migrate over 300 healthcare contact center agents from Bright Pattern to Amazon Connect. By integrating Microsoft Dynamics 365 and delivering a unified omnichannel workspace, the new platform improved agent productivity, enhanced patient experiences, and established a scalable, AI-ready contact center.

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The Challenge

Why Sagility Needed to Modernize Its Contact Center

Sagility’s legacy contact center platform limited scalability, created disconnected agent workflows, and made it difficult to deliver a seamless patient experience. Agents worked across multiple systems, reporting was fragmented, and the platform lacked the flexibility required to support future digital and AI-driven customer engagement.

Challenge Highlights

Our Solution

How Datasleek Modernized Sagility's Customer Engagement Platform

Datasleek designed and implemented a cloud-native Amazon Connect solution that unified Voice, Chat, Email, and Messaging into a single platform. The solution integrated Microsoft Dynamics 365, automated patient screen pop, centralized reporting, and provided agents with a single workspace to improve productivity and customer service.

Solution Highlights

A Simple Customer Interaction Journey

Step 1

Patient Contacts Support : Customers reach Sagility through Voice, Chat, Email, or Messaging.

Step 2

Amazon Connect Routes the Interaction : The platform intelligently directs each interaction to the most suitable healthcare support agent.

Step 3

Patient Information Appears Automatically : Microsoft Dynamics 365 instantly displays the patient’s profile, history, and open cases through automatic screen pop.

Step 4

Agent Resolves the Request : Agents manage interactions, update cases, and access complete customer information from a single workspace.

Step 5

Performance is Monitored : Every interaction is captured in unified dashboards, enabling operational visibility and continuous service improvement.

Features That Improved Customer & Agent Experience

Unified Agent Desktop

One workspace for handling calls, patient information, customer history, and case management.

Patient Screen Pop

Patient details automatically appear when an interaction begins, reducing response time.

Intelligent Routing

Interactions are automatically routed to the most appropriate healthcare support agent.

Microsoft Dynamics 365 Integration

Complete CRM integration enables faster access to customer records and case information.

Automated Interaction Logging

Customer interactions are automatically recorded, improving compliance and operational efficiency.

Unified Reporting & Analytics

Real-time dashboards provide complete visibility into contact center performance across all communication channels.

Business Outcomes Achieved

Improved Agent Productivity

A unified desktop reduced application switching, enabling agents to resolve customer issues more efficiently.

Better Patient Experience

Real-time customer context and automatic patient screen pop helped agents deliver faster, more personalized support.

Simplified Operations

Integrated workflows streamlined case management and reduced operational complexity.

Centralized Reporting

A single reporting platform provided complete visibility across Voice, Chat, Email, and Messaging.

Cloud-Native Scalability

Amazon Connect provided a flexible platform capable of supporting future business growth.

AI-Ready Foundation

The new architecture is prepared for future innovations, including conversational AI, Agent Assist, and intelligent automation.