Sean Foster
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02 · Healthcare

A call center that runs on Salesforce records

I built and run the support phone line on Amazon Connect and Service Cloud Voice. Callers hear voice menus whose hours, options and transfers are Salesforce records, each call is categorized and routed to the queue that owns it, and agents answer inside Salesforce. Admin screens in Salesforce manage phone numbers, queues and routing profiles through the Amazon Connect API.

Client
Serves thousands of medical practices across the US
Built with
  • Amazon Connect
  • Service Cloud Voice
  • Amazon Lex
  • Apex
  • Lightning Web Components

What it changed

  1. 01

    About 9,000 calls a month, and more than 200,000 since mid-2024.

  2. 02

    Menus read their hours, options, transfers and voice-bot intents from Salesforce records, so changing a menu is a record edit, not a flow change.

  3. 03

    Menu choices give each call one of 6 categories and 32 subcategories, and send it to the queue that owns that work.

How it fits together

  • Built by me
  • Platform or outside system
  • People
CallersClinics phoning inAmazon Connect45 contact flowsAmazon LexSpoken menu choicesMenu recordsHours, options, transfersService Cloud VoiceCall record, categorySupport agentsThe queue that owns itAdmin screensNumbers, queues, routingCallSpeechWhich menu, open now?Category andqueueRings theright queueConnect APICallersClinics phoning inAmazon Connect45 contact flowsAmazon LexSpoken menu choicesMenu recordsHours, options,transfersServiceCloud VoiceSupport agentsThe queue that ownsitAdmin screensNumbers, queues,routingCallCategory and queueRings the rightqueue

More of my work

See all
03 · HealthcareA 13-step onboarding workspace for new practicesEverything needed to bring a practice and its clinics live, in one guided workspace.Salesforce Lightning Web Components Apex
04 · HealthcareSpecial orders, confirmed by email every morningClinics hear back on every special order: when it arrives, and when doses are approved or cancelled.Salesforce Apex Queueable Apex
05 · NonprofitEvent operations, from request to closed booksOne event request becomes an ERP project, warehouse moves, on-site scanning and a clean closeout.Salesforce NetSuite Boomi

Contact

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