Case Study: Cognosante achieves 500+‑seat, HIPAA‑compliant contact center deployment in 2 days with Talkdesk

Cognosante powers scalable, reliable customer experience solutions for public programs

Cognosante, a Virginia-based CX partner for state and federal healthcare programs, needed a contact center solution that could be deployed rapidly, operate without dedicated telecom IT staff, and meet strict HIPAA and FedRAMP compliance requirements to avoid downtime for Medicare and Medicaid support services.

Cognosante deployed Talkdesk in two days (500+ seats), integrating with Microsoft Dynamics 365 and routing call recordings to a custom AWS storage solution to retain control and ensure HIPAA compliance. The rollout delivered more personalized, efficient service for beneficiaries, enabled scalable self-service management and transparent reporting, and quickly gained adoption across supervisor teams.

CognoSante

Michael Zurat

Director, Engagement Solutions