Scaling Oncology Patient Support: How New York Cancer and Blood Specialists Transformed Customer Experience with AWS and Pronetx, Now Part of Caylent

Why It Matters

The transformation demonstrates how cloud‑native contact centers can dramatically improve clinical access and operational efficiency for healthcare providers, setting a benchmark for secure, scalable patient engagement.

Key Takeaways

• 54% faster patient enrollment via Amazon Connect migration.
• Multi-language routing supports English, Spanish, Russian, Mandarin.
• Dedicated instance enables HIPAA‑compliant call recording and AI analytics.
• CI/CD infrastructure cut third‑party fees and operational costs.

Pulse Analysis

Healthcare organizations face a unique blend of regulatory pressure and patient‑experience expectations, especially in oncology where timely communication can affect outcomes. Traditional on‑premise call centers often rely on manual processes, leading to long wait times, language barriers, and costly maintenance. Moving to a cloud‑native platform like Amazon Connect Customer offers a scalable foundation that integrates directly with HIPAA‑eligible services, enabling providers to meet strict compliance while delivering a modern, omnichannel experience.

Amazon Connect Customer serves as the core of NYCBS’s new architecture, layered with a CTR management microservice, core contact‑center services, and an AI/ML pipeline. API Gateway and Lambda functions handle real‑time disposition coding, while DynamoDB stores routing logic. Integrated services such as Amazon Polly, Transcribe, and Lex provide multilingual IVR prompts, voicemail transcription, and conversational bots, reducing manual handling. Shared services—CloudFormation, IAM, KMS, CloudWatch, and SNS—ensure automated deployment, secure credential management, and continuous monitoring, creating a resilient, audit‑ready environment.

The 54% improvement in patient enrollment translates into faster access to oncology care, lower operational costs, and enhanced data visibility for clinicians. By eliminating third‑party fees and adopting CI/CD pipelines, NYCBS demonstrates a cost‑effective path that other health systems can replicate. As the industry increasingly embraces AI‑driven contact centers, the NYCBS case underscores the competitive advantage of dedicated, compliant cloud solutions in delivering both patient satisfaction and measurable business outcomes.