Healthcare Contact Center

How to move your contact center IVR to the cloud

Here’s how to set up your current IVR on AWS connect contact center. You can support multiple languages as well.

Here’s how to set up your current IVR on AWS connect contact center. Please read this other post to get the basics down first. Let’s get to transferring over your current IVR options to your new contact center!

Collect your IVR options. Here’s an example from one of the medical practices we manage:

  1. When a caller calls the main number, they are first given a language option. Press 1 for English, 2 for Spanish, 3 for Bengali, 4 for Hindi.
  2. Once the caller chooses a language, the same options are presented in different languages.
  3. After the choice of language, the callers are asked to choose a business function. Press 1 for appointments, 2 for pharmacy, 3 for surgeries, 4 for billing.

Your next step is to go back to how you created your first contact flow in this other post. Save the contact flow as something else e.g. “NH inbound flow – step 1 (first contact experience)”

Create language options

There are two ways to do it.

  1. Create an audio file that says “For English, press 1. For Spanish press 2. … “ etc. This is by far the easiest way to do it.
  2. Use the in-built voice function in AWS Connect to handle the same. This is a bit more complicated.

Keep in mind that AWS connect does not (at time of writing) have all the languages. That’s why we recommend creating an audio file with all the voice options.

Branch off everything (almost a duplicate of each other).

The only thing you would have to do is to add one node like this “Set Voice”

Once you do that, the voice sounds very naturally Spanish.

Feel free to download the file here to get started

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