max
max musterman
Senior Business Partner
+1 (987) 1625346
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CASE STUDY:

NON-PROFIT HEALTH CARE ORGANIZATION

BUSINESS OVERVIEW

This customer is the largest non-profit home and community-based health care organization in the United States, serving the five boroughs of NYC. On a typical day, they provide in-home healthcare to 33,000 patients that includes nurses, rehab therapists, social workers, dietitians, and home health aids.

CHALLENGE

  • Two year old Cisco PBX with on-going stability issues impacting the contact center.
  • Disparate point solutions for call recording, email, web chat, WFM, CRM, IM, and IVR.
  • Overburdened IT department and millions of dollars spent for an unmanageable and unreliable system.
SERVICE NEEDS
  • Contact Center as a Service
  • Unified Communications as a Service

SOLUTION

BENEFITS
  • $1.5 Million annual savings
  • Stability and high availability
  • Elimination of disparate point solutions with integration challenges
  • A single platform to handle all communication channels
  • Freed up IT staff so they can focus on strategic tasks
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