Neovance Accelerates CX Transformation with CloudInteract & AWS
Reinventing Patient Access Through Cloud-Enabled, AI-Powered Contact Center Innovation
Neovance
U.S. Patient Access Partner • 35+ Years Experience
1,200
Agents Migrated
In just 4 months
45%
Cost Reduction
$2M → $1.1M annually
24h → Min
QM Evaluation Time
Automated quality management
55-60%
Automation Potential
Calls identified by Apollo AI
The Challenge
Neovance, a leading U.S.-based patient access partner for pharmaceutical manufacturers, has spent more than 35 years helping patients overcome barriers to life-changing therapies. Delivering exceptional service is mission-critical—but legacy technology was holding the organization back.
To support continued growth, Neovance set out to modernize its contact center by moving to the cloud—seeking greater cost optimization, tighter system integration, and a platform that could enable innovation and proactive patient experience engagement.
The Solution
CloudInteract Services Delivered
Migration: Rapid Move to Amazon Connect
CloudInteract built a compelling, data-backed business case leading Neovance to confidently choose Amazon Connect. Under intense timelines, 1,200 agents were migrated in just 4 months with deep integrations to Pega, Sybil, and UKG.
Result: 25% cost reduction ($2M → $1.5M annually)
Optimization: Data-Driven Operations
CloudInteract built a dedicated Managed Service enabling continuous enhancement. QuickSight analytics, a Data Lake, and Quality Management automation transformed operations—reducing 24-hour evaluation processes to minutes.
Result: Additional 20% savings ($360K annually)
Maximize: AI-Led Transformation with Apollo
CloudInteract upgraded Neovance to Unlimited AI in Amazon Connect, saving $120K per year. Apollo, CloudInteract's award-winning GenAI solution, identified 55% of calls as suitable for automation within days—unlocking enterprise-wide AI adoption.
Result: $120K/year AI savings + 55-60% automation roadmap
"CloudInteract is an extension of our internal team—fast, collaborative, and essential to our innovation strategy."
— Neovance Executive