Migration from VMWare to AWS, with AWS and Presidio
Alliance Medical is a trusted provider of innovative medical equipment and healthcare solutions, serving hospitals, clinics, and care facilities across the UK and Europe. With a strong focus on improving patient outcomes and operational efficiency, Alliance delivers state-of-the-art diagnostic imaging services and advanced technologies tailored to clinical needs. Their commitment to excellence is reflected in their partnerships, including cloud-based initiatives like AWS-powered data and AI modernisation, which support scalable, secure, and intelligent healthcare delivery.
THE OUTCOME
HealthEquity, a leading HSA provider, was running a legacy contact center that had become too expensive to maintain and was actively damaging customer experience. Presidio replaced it with a Google Contact Center AI platform that handles more calls through self-service, reduces agent load, and gives customers a natural-language experience instead of a touch-tone menu.
HOW THEY GOT THERE
Presidio opened the engagement by building a no-cost demo for HealthEquity’s Investor Day on a tight timeline. From there, Presidio led stakeholder workshops to map the current environment and identify the highest-impact automation opportunities. The plan addressed four problems: replacing touch-tone IVR with natural language voice, consolidating acquired applications, eliminating operational redundancies, and building a proactive AI-driven service model.
WHY IT WORKED
Legacy contact centers fail in two directions at once: they cost too much to run and frustrate the customers they’re supposed to serve. Presidio addressed both by treating AI as a replacement architecture, one that understands customer behavior well enough to get ahead of needs rather than just respond to them.