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Small Healthcare Company

35 Agents
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    Original Systems

    • Mitel (Shoretel) - On-premises
    • TSYS - current payment processor
    • 140 clients - each has an 800 to DID to a hunt group
    • RCM System - Athena / Imagine
    • Email is a separate Microsoft 365 solution
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    Business Challenges

    • With 52 Clients, 2200 Health Care providers, reporting and managing was very limited due to the complexity caused by the number of client numbers and health care providers
    • Ticket system needed and costly to change IVR system which also takes 3-4 weeks
    • No PCI & HIPPA compliance
    • No WFM solution for forecasting and scheduling
    • Simple Call Flow- 2 choice IVR
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    Current Systems

    • Genesys Cloud CX
    • Telecom Services by Star Telecom
    • 5 Option IVR to route calls
    • Self Service IVR
    • In IVR Payment Processing
    • Priority Routing for specialty clients
    • Queue Call-Back feature to off-set higher than expected volumes
    • WFM solution for forecasting and scheduling
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    Outcomes

    • Single source for all phone numbers routing into a platform with powerful reporting capabilities with data in one location
    • PCI & HIPPA compliant
    • Agent forecasting and scheduling for better efficiencies and CX
    • Cloud solution to support at-home workforce and expansion of business
    • Technology future-proofing the business (more complex IVRs, self-serve options, biometrics, bots)
    • Changeable IVR options on the fly

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