A regulated Medicare insurance enrollment and engagement company came to Armakuni for amazon Connect contact center stabilization, modernization, and outbound orchestration in a PHI-regulated environment.
The challenge
Bloom ran a competitive partner selection after a previous vendor left an underperforming Amazon Connect implementation. Armakuni won on an assessment-first approach, providing the first honest picture of the platform before writing any code. A four-week assessment grew into a 12-month Connect Development POD, which expanded to include a dedicated Outbound Phase engagement.
Scale: 600 agents. Multi-tenant BPO serving multiple Medicare Advantage health plan clients. Ranked among Illinois' top 5 billers for SMBs..
What we built
Armakuni delivered amazon Connect contact center stabilization, modernization, and outbound orchestration in a PHI-regulated environment. The engagement ran as platform Assessment SOW (fixed scope) + Connect Development POD SOW (12-month retainer, 100 hours/month) + Outbound Phase POD SOW (3-month engagement, 200 hours/month). The work was AWS funded.
The outcomes
6 measurable outcomes shipped across the engagement. The ones that moved the business the most:
Assessment-first approach won a competitive partner selection against multiple AWS partners.. Bloom evaluated multiple partners before committing. Armakuni won because the assessment model gave Bloom's leadership a clear, honest picture of what was broken and a sequenced plan to fix it before any code was written or budget was committed, demonstrating a fundamentally…
The first honest baseline unlocked the right investment and the right structure.. Before the assessment, Bloom had no reliable picture of its own platform. The four-week engagement delivered a current-state assessment report, risk mitigation plan, architecture diagram, configuration workbook, and execution plan. Pod sizing was validated on evidence…
600 agents operating with improved stability, advanced Connect capabilities, and release governance. Frequent bugs, uncontrolled releases, and missing platform features are being addressed systematically. CI/CD pipelines, PR workflows, and a PHI-compliant deployment model are in place for the first time.
Supervisors now act on problems before customers feel them.. Real-time dashboards, Contact Lens in-call analytics, and structured CloudWatch monitoring gave the contact center the visibility it never had. Medicare disclaimer compliance monitoring is now automated.
Outbound operations now run on a stateful orchestration layer with deterministic lifecycle management.. Manual recycling, fragile campaign progression, and disposition-based reporting are replaced. The external orchestration architecture manages the entire outbound lifecycle with policy enforcement, automated outcomes, and lifecycle-based metrics.
Engagement expanded across three SOWs as each phase delivered and earned the next.. The relationship started with a four-week, five thousand dollar assessment. That assessment earned a 12-month Connect Development POD. The POD earned a dedicated Outbound Phase engagement. The land-and-expand trajectory is the direct result of the assessment-first model.
Built on AWS
Delivered under our AWS DevOps Consulting Competency, Migration and Modernization Consulting Competency competencies.
What's next
Full CCP migration from NeuraFlash Desktop, advanced outbound dial-rate optimization, agent onboarding/offboarding automation with HR system integration, and continued infrastructure modernization under ongoing pod engagement.