Background
The Challenge
- Inconsistent remote access due to lack of standardised, secure desktops, affecting performance and audio quality
- Manual operations in client intake and job coordination led to inefficiencies and limited project visibility
- Security and scalability issues with sensitive data handling, slow onboarding, and no centralised quality assurance process
Our Solution
A cloud-based Amazon Connect setup streamlines transcription workflows with smart routing, secure desktops, and real-time monitoring, ensuring efficiency, compliance, and clear client communication.
- Cloud-based contact centre with Amazon Connect enabled centralised client intake, intelligent call routing, and IVR-driven job submission and tracking
- Secure, standardised work environment via Amazon WorkSpaces and IAM-based controls ensured HIPAA compliance and consistent access to licensed tools
- Automated workflows using Connect APIs streamlined job assignment, real-time workload tracking, and milestone notifications to clients
- Comprehensive monitoring through dashboards and call transcription supported QA, training, and performance reporting across projects
The Result
The solution delivered significant operational improvements across intake, collaboration, and quality assurance. With automated IVR workflows, secure cloud desktops, and real-time visibility, the platform enhanced speed, scalability, and compliance, while improving client satisfaction and team efficiency.
- 90% improvement in project intake speed via IVR-driven onboarding and job routing
- 99.9% platform availability ensured remote access and collaboration at all times
- 100% environment consistency across transcriptionists using Amazon WorkSpaces
- HIPAA-compliant security posture achieved with IAM, encryption, and secure VDI
- 60% faster onboarding of new transcriptionists during peak demand periods
- 50% reduction in QA turnaround time with integrated call recording and review workflows
- Improved operational agility and client satisfaction through real-time workload visibility, dynamic project reassignment, and transparent communication
