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Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

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CTG Why CTG
Why CTG

We collaborate with clients to enhance digital agility, solving today's problems while preparing for future shifts.

Learn more

About Us

Delve into the values, mission, and vision that drive our company.

Partners

Explore our tech and industry partners, who amplify the value we provide.

CTG, a Cegeka Company

Learn more about our parent company, Cegeka, a global IT provider.

Corporate Responsibility

Read more about our commitment to being a good corporate citizen.

Culture

Discover the workplace culture we've built that makes CTG a great place to work.

Careers

Check out our employee benefits and start your career journey with CTG.

Learn More

Our Locations

Leadership Team

Company News

Events

Solutions

Applications

Empowering businesses with modern, scalable, efficient apps.

Cloud

Supporting all phases of your cloud journey.

Business Solutions

Offering Cegeka's MS Dynamics 365 solutions for pharma and life sciences.

Data

Enabling data-driven decision making and increased efficiency.

Service Desk

Providing 24x7 support with an exceptional end-user experience.

Talent

Rapidly delivering IT and business talent to accelerate digital initiatives.

Automation and AI

Leveraging tech to increase efficiency, lower costs, and empower employees.

Infrastructure

Laying the groundwork for a successful digital organization.

Advisory Services

Combining industry and tech expertise to align technology with business needs.

Testing

Ensuring the quality and reliability of enterprise software.

Cybersecurity

Enhancing the cyber resilience of your organization.

Industries
Industries

Our digital solutions are customized for the unique challenges, requirements, and regulations each industry we serve faces.

Explore industries

Healthcare

Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

Energy

Empowering energy organizations to thrive with data-driven insight and process innovation.

Government

Modernizing operations to improve citizen engagement and service delivery for all levels of government.

Manufacturing

Enabling seamless, efficient operations and increased speed to market with enterprise apps.

Finance and Insurance

Meeting the industry's need for enhanced efficiency, automation, compliance, and customer experiences.

Insights
Insights

We're thrilled to share our insights and expertise with you. Learn about industry trends, how to navigate common challenges, client success stories, and more.

Case Studies

Learn how we collaborate with clients to ensure their success.

Videos

Explore videos about CTG’s solutions, client testimonials, and more.

Blogs

Read blogs about tech, innovation, business, employees, and more.

News

View company news and insights from our experts in top publications.

Resources

View e-books, white papers, guides, infographics, and more.

Webinars

Learn from our experts, based on real-world experience across industries.

Join our team Contact us

Client Success Story

CTG Improves Healthcare System's Patient Portal Support with Amazon Connect

Key Challenges

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Urgent need for additional phone support to manage high patient call volume during the transition to a new EHR system, with less than three weeks until go-live

Business Benefits

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Successfully set up support system to meet go-live deadline

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1 phone number for all portal issues

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>=80% of calls answered in 30 seconds; <5% of calls abandoned

Challenge

The client, a regional healthcare system employing more than 12,000 people, was less than three weeks from the go-live of their new electronic healthcare record (EHR) system when they realized they needed additional phone support for patients who would call with requests to transition to the new EHR. They needed a partner who could quickly stand up a support system to handle the increased volume of patient requests and issues. 

Solution

CTG leveraged Amazon Connect to help the client stand up an Epic MyChart patient portal phone support program prior to the EHR go-live. Our agents helped patients easily transition to the new EHR and resolved portal issues quickly so they could access their information, increasing satisfaction. 

The optimized management solution presented used Amazon Connect to quickly and easily route patient calls to CTG agents, who were specifically trained to handle MyChart patient portal concerns, via a single phone number. We also implemented a chat feature that allowed patients to communicate with support agents via this additional channel, giving them more flexibility.

CTG onboarded agents quickly and built call flows for the new phone queue. In most traditional on-premises phone systems, that would be a challenge due to the level of effort needed to build out the call flows and the licensing needed to handle the additional agents. With Amazon Connect, it only took a few hours to claim a new phone number and build and test the workflow. There were no additional capital costs to license new agents to support the client. 

Additionally, CTG integrated the Amazon Connect instance with Calabrio Workforce Management System so call arrival patterns from Amazon could be analyzed by Calabrio to develop the correct staffing plan to meet the agreed-upon service-level agreements (SLAs). Integrations with PowerBI were also developed, which helped automate the reporting of our performance metrics.

CTG was able to meet the deadline for having agents onboarded, trained, and ready to take calls, and delivered a successful go-live. Since the beginning of the engagement in January 2022, CTG has consistently met the SLAs, including:

  • >=80% of calls answered in 30 seconds
  • <5% of calls abandoned 

Ready to Modernize Your Service Desk?

With CTG and Amazon Connect, you can streamline healthcare communication, empowering agents and enhancing patient experiences through AI-powered efficiency. You can learn more in our e-book, "Modernizing the healthcare contact center."

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