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Healthcare payor solutions built on Amazon Connect Customer
Deep payor experience across member service, enrollment, claims, benefits and contact center operations. Amazon Connect Customer expertise combined with decades of experience designing and operating complex customer experiences.
Explore TTEC Digital SolutionsSolutions for the payor market
Two TTEC Digital solutions built on Amazon Connect Customer for payor organizations.
Member enrollment and sales
TTEC Digital helps health plans identify, engage, and convert enrollment opportunities while they're still active, combining intelligent outreach, conversational AI, real-time agent guidance, and governed data on Amazon Connect Customer to lift conversion without adding headcount.
Measured outcomes from TTEC Digital payor engagements. Client names withheld; references available through the proper channel.
Built on Amazon Connect Customer
Explore this solutionSales and service in the contact center
TTEC Digital connects self-service, the contact center, the agent experience and back-office work into one intelligent service chain on Amazon Connect Customer, so automation resolves more interactions, agents work from one place, and the work a call creates doesn't stall after it ends.
Measured outcomes from TTEC Digital payor engagements. Client names withheld; references available through the proper channel.
Built on Amazon Connect Customer
Explore this solutionHEALTHCARE PAYOR · BUILT ON AMAZON CONNECT CUSTOMER
Member enrollment and sales
Turning enrollment conversations into enrolled members, on the call, and before the call ever happens.
Convert more enrollment opportunities while they're still active
Enrollment opportunities have a short shelf life. TTEC Digital helps health plans identify, engage and convert members while the opportunity is still active, using intelligent outreach, conversational AI, real-time agent guidance and governed data built on Amazon Connect Customer. The result: more enrollment opportunities converted, less manual effort and a better member experience, without simply adding headcount.
Common enrollment challenges
How TTEC Digital helps
IDENTIFY + ENGAGE
Digitally enabled outreach
Reach eligible members at the right moment with segmented outreach, enrollment reminders and proactive engagement across voice and digital channels.
SERVE + CONVERT
Conversational AI and self-service
Automate high-volume enrollment interactions across voice and digital, with authentication, AI translation and intelligent routing.
ASSIST + GUIDE
Real-time agent guidance
Give agents live listening, guided flows, checklists and summaries so they recognize opportunities and keep disclosures consistent in the moment.
MEASURE + OPTIMIZE
AI-ready governed data
Turn member and interaction data into predictive models, campaign analytics and closed-loop measurement, in the plan's own environment.
CLIENT EXAMPLE · HEALTH INSURER
Agent assist turns enrollment calls into revenue
The challenge
A leading health insurer needed to identify new enrollment opportunities while conversations were happening, rather than discovering them by listening to recorded calls after the opportunity had passed.
What we did
TTEC Digital deployed advanced agent assist on the plan's existing cloud contact center, including live listening, guided call flows, checklists, transcript summaries and granular reporting.
The results
$700K in incremental revenue. 2x year-over-year sales. 15% lower call volume handled with fewer agents. Achieved, not projected.
Enrollment as a measured motion
We instrument the enrollment journey end to end, so conversion lift is measured against your own baseline, not modelled.
Find your highest-value enrollment opportunity.
Bring us one enrollment journey, queue or conversion challenge. We'll help identify where AI, automation and agent assist can improve performance, and what can realistically move within your next enrollment cycle.
Explore your enrollment opportunity →HEALTHCARE PAYOR · BUILT ON AMAZON CONNECT CUSTOMER
Sales and service in the contact center
One chain, not four separate projects: self-service, the contact center, the agent experience and back-office work, connected.
Modernize the entire service chain
The challenge isn't simply adding another bot. Claims, benefits, authorizations and enrollment often span disconnected systems, data and workflows. Members repeat information, agents search across applications, and work created during the interaction continues long after the call ends. Modernizing the experience means connecting the entire service chain, not automating one interaction in isolation.
Common challenges we solve
How TTEC Digital helps
RESOLVE
Conversational AI and self-service
Automate high-volume member and provider interactions across voice and digital channels, while continuously improving containment and experience.
CONNECT
Amazon Connect Customer
Modernize the contact center with intelligent routing, pre-agent authentication, workforce management and quality management on a scalable cloud foundation.
EMPOWER
AI-powered agent experience
Give agents real-time transcription, knowledge, summarization and next-best actions, connected to CRM and the systems they already use.
AUTOMATE
Agentic back-office automation
Extend automation beyond the interaction into claims, authorizations and administrative workflows, with governance and observability built in.
CLIENT EXAMPLE · DENTAL INSURANCE PROVIDER
Preparing to serve a million more members, without scaling cost at the same rate
The challenge
A dental insurance provider was preparing for a 15% increase in its member base alongside a cloud migration, and needed to determine where operating costs could be reduced before volume increased.
What we did
TTEC Digital conducted a current-state contact center assessment, developed a target operating model and identified 200+ recommendations across more than 20 operational competencies.
The results
38% annual inbound call reduction. 12% lower average handle time from pre-agent authentication. $13M in annual cost savings. Achieved, not projected.
The whole chain, one partner
Self-service, platform, agent experience and back office designed together, so automation compounds instead of stopping at the call.
Start with the interaction costing you the most.
Identify one high-volume member or provider journey. We'll map where unnecessary contacts, agent effort and back-office work are driving cost, and where automation can make the biggest impact.
Find your highest-value CX opportunity →Why TTEC Digital
Healthcare CX depth
Deep payor experience across member service, enrollment, claims, benefits and contact center operations.
Strategy through optimization
One partner across discovery, design, implementation, AI, integration, managed services and continuous optimization.
AWS + CX expertise
Amazon Connect Customer expertise combined with decades of experience designing and operating complex customer experiences.
Built for payor complexity
Regulated interactions
Design AI and automation with appropriate governance, controls and human oversight.
Connected payor workflows
Integrate the contact center with CRM, claims, eligibility, benefits and other systems behind the interaction.
Member + provider journeys
Modernize experiences across channels without forcing every journey into the same automation model.
Ways to get started
Engagement scope, timing and investment are confirmed during discovery. Client names are withheld; references are available through the proper channel.
Connect with a TTEC Digital expert
Tell us a little about your organization and the TTEC Digital team will follow up to discuss member enrollment, the contact center, and what is possible on Amazon Connect Customer.
Want to learn more first? Visit TTEC Digital's AWS partner page
Explore more AWS payor solutions
TTEC Digital is one of several AWS partners featured in the AWS Payor Program. See all featured partners and their solutions for payor organizations.