Case Study #5: Global Healthcare Partner Modernizes CX with Cloud-Based Contact Center Solutions

Transforming Telecommunications for Global Scalability and Efficiency

Client Overview

Our client, a global strategic partner in health and life sciences, handles nearly 1 million interactions annually through two physical contact centers. The organization faced challenges with high maintenance costs, agent fatigue, and limited visibility into agent performance due to the constraints of their on-premises system.

The Challenge

The healthcare partner faced significant challenges, including:

• High maintenance costs of an on-premises system.
• Hiring limitations due to physical contact center constraints.
• Lack of agent visibility and accountability for performance.
• Agent time spent on redundant interactions.

The pandemic highlighted the need for a pivot, and the healthcare partner sought a modern solution to expand their operations globally and enable remote work for their agents.

The Solution

The healthcare partner transitioned to a cloud-based contact center solution. Key aspects of the solution included:

• Cloud Migration: Seamless transition to a cloud-based system, minimizing risks and enabling global operations.
• Salesforce CRM Integration: Integrated the contact center with Salesforce for enhanced agent productivity and personalized client experiences.
• Intelligent Virtual Agent (IVA): Enabled self-service and omnichannel interactions, expanding service hours to 24/7.
• Quality Management & Workforce Management: Implemented advanced tools for monitoring performance and optimizing scheduling.

The Results

By transitioning to the cloud, the healthcare partner achieved the following results:

• Expanded operations to 50 countries in less than 12 weeks.
• Applied cost savings from the cloud migration to expand services and double the agent count from 400 to 900.
• Enabled all agents to work remotely, improving employee satisfaction and flexibility.
• Improved agent productivity through CRM integration and streamlined workflows.
• Exceeded all service level agreements (SLAs) through enhanced monitoring and automation.

How to Cut Costs and Boost CX

Looking to modernize your contact center operations and unlock global scalability? Book a free call today to explore how cloud-based solutions can transform your business.