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
A large Medicare Advantage enrollment BPO 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:
An assessment-first approach won a competitive selection against multiple AWS partners. Leadership chose Armakuni because the assessment gave an honest picture of what was broken and a sequenced plan to fix it before any budget was committed.
The first honest baseline unlocked the right investment and the right structure. A four-week engagement delivered a current-state report, risk mitigation plan, architecture diagram, configuration workbook, and an execution plan with pod sizing validated on evidence.
600 agents now operate with improved stability and release governance. Frequent bugs, uncontrolled releases, and missing features are being fixed systematically, with CI/CD pipelines, PR workflows, and a PHI-compliant deployment model 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 visibility it never had, with Medicare disclaimer compliance now automated.
Outbound operations run on a stateful orchestration layer with deterministic lifecycle management. Manual recycling, fragile campaign progression, and disposition-based reporting are replaced by an architecture that manages the whole lifecycle with policy enforcement and automated outcomes.
Engagement expanded across three SOWs as each phase earned the next. A four-week, five thousand dollar assessment earned a 12-month Connect Development POD, which earned a dedicated Outbound Phase engagement, the direct result of the assessment-first model.
Built on AWS
Delivered under our AWS DevOps Consulting Competency and Migration and Modernization Consulting Competency.
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.