From contact center modernization to AI automation at scale — here's what happens when deep AWS expertise meets genuine execution commitment.
A regional telecommunications operator with 350 agents across 3 contact centers was running a legacy Avaya platform costing $1.4M annually in licensing and maintenance, with no native AI capabilities and 6-week provisioning cycles for new agents. They needed a path to modern cloud operations without disrupting day-to-day customer interactions.
Legacy Avaya system with $1.4M/year in licensing and maintenance overhead, 6-week provisioning cycles for new agents, no native AI capabilities, and rising agent attrition from poor tooling. Internal IT team had limited cloud expertise and no clear migration path.
MDH designed and executed a phased Amazon Connect migration with zero-downtime cutover using a parallel-run strategy. We deployed AI-powered virtual agents for Tier 1 inquiries, built real-time sentiment dashboards via Contact Lens, and integrated the existing Salesforce CRM through a custom CTI adapter. Wave 1 (300 agents) went live in week 8.
A community bank was spending roughly 5,000 analyst hours per year manually reviewing loan applications, compliance documents, and regulatory filings across two business units. They wanted to cut this overhead without increasing audit risk or hiring additional staff.
Manual document review across two business units — retail lending and compliance. Average review time of 40 minutes per document, with no standardized extraction process and inconsistent outputs. Human error rate of approximately 4% created downstream rework and audit exposure.
MDH built a Bedrock-powered document intelligence pipeline on AWS. Documents ingest via S3 events → Textract extracts structured data → Bedrock Claude classifies, summarizes, and flags risk indicators → human reviewers handle only exception cases. A RAG knowledge base grounded the model in the bank's compliance requirements, materially reducing error rates.
A regional healthcare organization with 180 providers across 6 clinics was running an aging on-premise CRM with fragmented patient data, no mobile access for field staff, and an IT team spending the majority of their time on maintenance rather than clinical system improvements.
Legacy on-premise infrastructure with aging hardware, recurring maintenance windows that impacted care coordination, and siloed data across 6 clinic systems. No mobile access for field staff and a HIPAA compliance posture that had not been formally reviewed in several years.
MDH performed a comprehensive AWS Well-Architected review and HIPAA posture assessment, then executed a 10-week cloud migration to AWS. Salesforce Health Cloud was integrated as the unified patient engagement layer, with real-time data synchronization via AWS AppFlow and Kinesis. A HIPAA-eligible VPC architecture with KMS encryption and comprehensive CloudTrail audit logging was deployed across two AZs.
A growing retail brand with 30 locations was running a monolithic POS system with nightly batch inventory sync, no real-time visibility across stores, and an on-premise backend that couldn't support their planned mobile and omnichannel expansion. Feature releases required full-system downtime.
Nightly batch inventory caused persistent oversell events and abandoned carts. Payment processing was tightly coupled to a single gateway with no fallback. The in-store POS and e-commerce channel had no shared customer or order state, creating returns and loyalty friction. The engineering team couldn't ship features independently without breaking unrelated modules.
MDH designed a domain-oriented, serverless architecture with dedicated Lambda services for checkout, orders, payments, inventory, and catalog. Amazon EventBridge propagates domain events across services asynchronously, while SQS and Step Functions handle order lifecycle workflows with automatic retry and compensation logic. A Stripe integration with idempotency keys and signed webhook processing eliminated duplicate charges. Real-time inventory sync replaced batch jobs, and a React-based merchant portal gave store managers live visibility across all locations.
A regional imaging center with 5 locations had accumulated years of DICOM archives on aging on-premise PACS hardware with no DR plan, no remote access for radiologists, and HIPAA audit trails fragmented across multiple systems. Storage and licensing costs were growing faster than patient volume.
On-premise PACS hardware was reaching end-of-life with no clear upgrade path. Remote reads required a VPN that was unreliable for after-hours and teleradiology workflows. There was no tested disaster recovery plan, and HIPAA audit logging was split across multiple disconnected systems.
MDH deployed its DICOM Cloud Backup product to migrate imaging archives to S3 with intelligent tiering and automated lifecycle policies — eliminating on-premise storage while preserving full DICOM compliance. A DICOM Proxy secured protocol translation and routing at the network edge. The MDH Cloud PACS Viewer provided zero-footprint, browser-based access for radiologists from any device. A HIPAA-eligible VPC with KMS encryption, CloudTrail audit logs, and automated cross-region backup addressed both compliance and disaster recovery in a single architecture pass.
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