CloudWest MedCX - Next Generation Clinical Contact Center

Vision

The contact center as a 'relationship hub'

Cost Center > Profit Center

The future of clinical contact centers powered by AWS that provides:

• True Omnichannel Experience: Seamless conversation continuity across voice, SMS, and rich messaging
• GenAI-Powered Self-Service: Intelligent appointment scheduling with context awareness
• Patient 360 View: Operational, real-time patient insights for bots, agents, and workflows
• Proactive Care: Automated follow-ups, reminders, and outreach campaigns
• Frictionless Onboarding: Easy insurance/ID capture with AI-powered document processing
• Simple Payments: One-click copayment processing

Architecture Overview

┌─────────────────────────────────────────────────────────────────────────────────┐
│                           CloudWest MedCX Architecture                          │
├─────────────────────────────────────────────────────────────────────────────────┤
│                                                                                 │
│  ┌─────────────┐  ┌─────────────┐  ┌─────────────┐  ┌─────────────────────────┐│
│  │   iPhone    │  │    SMS      │  │    Voice    │  │   Social Media          ││
│  │  Messages   │  │  (Pinpoint) │  │  (Connect)  │  │   (Outreach)            ││
│  └──────┬──────┘  └──────┬──────┘  └──────┬──────┘  └───────────┬─────────────┘│
│         │                │                │                      │              │
│         └────────────────┼────────────────┼──────────────────────┘              │
│                          ▼                ▼                                     │
│  ┌───────────────────────────────────────────────────────────────────────────┐ │
│  │                    Unified Channel Router (Lambda)                        │ │
│  │         • Channel Detection • Session Management • Identity Resolution    │ │
│  └───────────────────────────────────────────────────────────────────────────┘ │
│                                      │                                         │
│         ┌────────────────────────────┼────────────────────────────┐            │
│         ▼                            ▼                            ▼            │
│  ┌─────────────┐          ┌─────────────────────┐        ┌─────────────┐       │
│  │  Amazon Lex │◄────────►│   Amazon Bedrock    │        │   Amazon    │       │
│  │    Bots     │          │   (Claude/Titan)    │        │   Connect   │       │
│  └──────┬──────┘          └─────────────────────┘        └──────┬──────┘       │
│         │                                                       │              │
│         └───────────────────────┬───────────────────────────────┘              │
│                                 ▼                                              │
│  ┌───────────────────────────────────────────────────────────────────────────┐ │
│  │                        Patient 360 Service                                │ │
│  │  ┌─────────────┐  ┌─────────────┐  ┌─────────────┐  ┌─────────────┐      │ │
│  │  │  Identity   │  │Conversation │  │Appointments │  │   Care      │      │ │
│  │  │  Manager    │  │   Thread    │  │  Calendar   │  │   Plans     │      │ │
│  │  └─────────────┘  └─────────────┘  └─────────────┘  └─────────────┘      │ │
│  └───────────────────────────────────────────────────────────────────────────┘ │
│                                 │                                              │
│         ┌───────────────────────┼───────────────────────────┐                  │
│         ▼                       ▼                           ▼                  │
│  ┌─────────────┐        ┌─────────────┐             ┌─────────────┐            │
│  │  DynamoDB   │        │  EventBridge│             │   S3        │            │
│  │  (Patient   │        │  (Workflows)│             │  (Documents)│            │
│  │   Data)     │        │             │             │             │            │
│  └─────────────┘        └─────────────┘             └─────────────┘            │
│                                                                                │
│  ┌───────────────────────────────────────────────────────────────────────────┐ │
│  │                      Integration Layer                                    │ │
│  │  ┌─────────────┐  ┌─────────────┐  ┌─────────────┐  ┌─────────────┐      │ │
│  │  │  Google     │  │   Stripe    │  │  Textract   │  │  Pinpoint   │      │ │
│  │  │  Calendar   │  │  Payments   │  │  (OCR)      │  │  Campaigns  │      │ │
│  │  └─────────────┘  └─────────────┘  └─────────────┘  └─────────────┘      │ │
│  └───────────────────────────────────────────────────────────────────────────┘ │
│                                                                                │
└─────────────────────────────────────────────────────────────────────────────────┘

Deployment Phases

Phase 1: Foundation & Core Infrastructure

• VPC and networking
• DynamoDB tables (Patient, Conversations, Appointments)
• S3 buckets for documents
• Core IAM roles and policies
• Secrets Manager for API keys

Phase 2: Patient 360 & Unified Identity

• Patient identity resolution service
• Unified patient profile management
• Cross-channel identity linking
• Patient data APIs

Phase 3: Omnichannel Communication

• Amazon Connect instance and contact flows
• Amazon Pinpoint for SMS/MMS
• Apple Messages for Business integration
• Unified conversation threading
• Channel handoff capabilities

Phase 4: GenAI Self-Service & Appointment Scheduler

• Amazon Lex bots with Bedrock integration
• Context-aware conversation management
• Google Calendar integration
• Interactive messaging (Time Picker, List Picker)
• Appointment confirmation workflows

Phase 5: Document Processing & Payments

• Insurance card/ID upload via MMS
• Amazon Textract for document extraction
• Patient verification workflow
• Stripe payment integration
• Payment reminders and receipts

Phase 6: Patient 360 Web Application

• React-based agent dashboard
• Real-time patient context
• Conversation history across channels
• Care plan management
• Embedded in Amazon Connect Agent Workspace

Phase 7: Marketing & Proactive Outreach

• Amazon Pinpoint campaigns
• Targeted outbound calling
• Social media integration
• Patient reactivation campaigns
• Appointment reminder automation

Key Features

True Omnichannel Experience

Patient calls → Bot offers SMS for available times → Patient receives clickable time slots
→ Patient selects via tap → Confirmation sent → Conversation can continue on any channel

One Patient, One Thread

• Phone number-based identity resolution
• Email as secondary identifier
• Conversation context preserved across channels
• Agents see full history regardless of channel

Apple Messages for Business

• Message Suggest when tapping business number
• Rich interactive messages:
  • Time Picker: Select appointment slots
  • List Picker: Choose services, providers
  • Rich Links: View care instructions, payment links
  • Quick Replies: Yes/No confirmations

GenAI Capabilities

• Natural language appointment booking
• Context-aware follow-up conversations
• Care instruction clarification
• Intelligent FAQ handling
• Sentiment analysis and escalation

Technology Stack

Component	AWS Service	Purpose
Contact Center	Amazon Connect	Voice, chat, task routing
Messaging	Amazon Pinpoint	SMS, push notifications
Rich Messaging	Apple Messages for Business	Interactive iPhone experience
AI/ML	Amazon Bedrock (Claude)	GenAI conversations
Chatbot	Amazon Lex	Intent recognition
Database	Amazon DynamoDB	Patient 360 data
Documents	Amazon S3 + Textract	Insurance/ID processing
Workflows	AWS Step Functions	Complex business processes
Events	Amazon EventBridge	Event-driven automation
APIs	Amazon API Gateway	External integrations
Compute	AWS Lambda	Serverless business logic
Payments	Stripe (via Lambda)	Copayment processing
Calendar	Google Calendar API	Appointment scheduling
IaC	AWS CDK (TypeScript)	Infrastructure deployment

Getting Started

Prerequisites

• AWS CLI configured with appropriate credentials
• Node.js 18+ and npm
• AWS CDK CLI (npm install -g aws-cdk)
• Docker (for Lambda bundling)

Deployment

# Install dependencies
npm install

# Deploy Phase 1 (Foundation)
cdk deploy MedCX-Phase1-Foundation

# Deploy Phase 2 (Patient 360)
cdk deploy MedCX-Phase2-Patient360

# Continue with subsequent phases...

Configuration

Copy .env.example to .env and configure:

# AWS Configuration
AWS_REGION=us-east-1
AWS_ACCOUNT_ID=your-account-id

# Google Calendar
GOOGLE_CLIENT_ID=your-client-id
GOOGLE_CLIENT_SECRET=your-client-secret

# Stripe
STRIPE_SECRET_KEY=your-stripe-key

# Apple Messages for Business
APPLE_BUSINESS_ID=your-business-id

Directory Structure

CloudWest-MedCX/
├── infrastructure/           # CDK Infrastructure
│   ├── bin/                 # CDK app entry point
│   ├── lib/                 # Stack definitions
│   │   ├── phase1-foundation/
│   │   ├── phase2-patient360/
│   │   ├── phase3-omnichannel/
│   │   ├── phase4-genai/
│   │   ├── phase5-documents-payments/
│   │   ├── phase6-dashboard/
│   │   └── phase7-marketing/
│   └── constructs/          # Reusable constructs
├── lambdas/                 # Lambda function code
│   ├── patient-service/
│   ├── conversation-manager/
│   ├── appointment-scheduler/
│   ├── document-processor/
│   ├── payment-handler/
│   └── outreach-engine/
├── lex-bots/               # Lex bot definitions
├── connect-flows/          # Connect contact flows
├── dashboard/              # Patient 360 React app
└── docs/                   # Additional documentation

License

Proprietary - CloudWest Medical

Support

Contact: support@cloudwestmedical.com