From contact center modernization to AI automation at scale — here's what happens when deep AWS expertise meets genuine execution commitment.
A national telecommunications carrier with 1,200 agents across 8 contact centers was operating on a legacy Avaya platform that cost $8M annually in licensing, had 99.5% uptime, and delivered a CSAT score of 3.2/5. They needed a path to modern cloud-based operations — without disrupting millions of daily customer interactions.
Legacy Avaya system with $8M/year licensing, 6-week provisioning cycles for new agents, no native AI capabilities, and a 14% annual agent attrition rate driven by poor tooling. IT team lacked cloud expertise for migration planning.
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 regional bank with $4B AUM was spending 18,000 analyst hours per year manually reviewing loan applications, compliance documents, and regulatory filings. They wanted to dramatically reduce this overhead without compromising accuracy or compliance.
Manual document review across three business units — retail banking, commercial lending, and compliance. Average review time of 45 minutes per document. No standardized extraction process, resulting in inconsistency and downstream errors. Regulatory audit risk due to human error rates of ~4%.
MDH built a Bedrock-powered document intelligence platform on AWS. Documents ingest via S3 triggers → Textract extracts structured data → Bedrock Claude classifies, summarizes, and flags risk indicators → human reviewers handle only exception cases. A custom RAG knowledge base grounded the model in the bank's specific compliance requirements, achieving <0.5% error rates.
A multi-state healthcare network with 2,400 providers was running a 12-year-old on-premise CRM with fragmented patient data, no real-time access for field teams, and an infrastructure team spending 60% of time on maintenance rather than innovation.
Legacy on-premise infrastructure with aging hardware, planned-downtime maintenance windows impacting patient care coordination, no mobile access, and siloed data across 6 regional systems. HIPAA compliance posture had not been formally assessed in 3 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.
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