×

Healthcare Client Story

Innovate for Improved Functionality and Reduced Costs

Reduced

queue times and abandon rates

Superior

reporting cradle-to-grave

High

availability and performance

A healthcare distribution and technology solutions provider wanted to upgrade its contact center infrastructure. We built and implemented an end-to-end technology platform capable of routing calls to the best available associate.

A Fortune 500 healthcare distribution and technology solutions provider sought to provide a seamless experience to its customers by replacing and upgrading its existing contact center infrastructure. The existing infrastructure consisted of three different divisions, two with separate instances of Cisco, and the third with Aspect. In addition, the systems’ imprecise skill routing meant that the associates and healthcare professionals, including registered nurses and physicians, were being underutilized. The client wanted to incorporate IVR self-service, intelligent skill-based routing, outbound dialer and multichannel applications to overcome the inefficiencies and enhance the overall customer experience.

We provided a single Cisco UCCE 9 platform, designed as an end-to-end solution for one of the client’s main business units and the core for two of its other divisions. We migrated 360 Aspect users to the platform over a nine-month period, performing all program and project management, solution architecture, infrastructure build, UCCE scripting, IVR self-service development and Finesse desktop development. In addition, we migrated about 1,000 additional users from two other business units from existing UCCE 7.2 instances over to the new UCCE 9.0 core platform. It also transferred 11,000 Unity users to new Unity Connection 9.0 platform.

Through upgrading its contact centers and the application of intelligent, precise skill routing, the client enhanced the customer experience by routing calls to the best available associate. Greatly customized skill sets ensured the best possible utilization of the highly valuable healthcare professionals. The solution also reduced call wait times and resulted in a reduction in abandon rates. The enhanced endto- end reporting allowed for greater transparency into division and individual associate performance, allowing for analysis of key metrics for insightful strategic planning and forecasting. Incorporation of multichannel avenues for customer contact provides a seamless experience to the customer, regardless of method used, including Voice, Web, Collaboration, Email, IM and Presence.

 

How can we help? we'd love to hear from you.

Contact us

SPOTLIGHT

NEWS & EVENTS
CONTACT US

9197 South Peoria Street
Englewood, CO, U.S.A
80112-5833

Phone for general inquiries

US: +1.800.835.3832
INT: +1.303.397.8100

Phone for services information

US: +1.877.206.8119
INT: +1.480.389.1436

 
TTEC Learning and Performance Leader to Present at Frost and Sullivan Customer Contact West Event
Lamont Exeter, learning innovation expert, will share 'The Secret Formula' on October 23
TTEC Announces Global Launch of Humanify™ Insights Platform
Company brings together machine learning and advanced analytics to deliver meaningful insights used to predict customer behavior, detect emerging trends, and identify next best action, enhancing CX
latest news
latest news