CASE STUDY:
CLIENT
National healthcare BPO 
SITUA­TION
A call center provider for large healthcare systems and hospital groups was reaching end of life on its call routing and work force management platforms. Issues had become clear during 2020 as agents struggled with lack of functionality and too many interfaces, difficulties that were compounded in a work-from-home model. Leadership was interested in moving towards a state of the art, cloud-based platform that would be a key growth driver by delivering employee enablement and better support across hundreds of client accounts. 
OBJEC­TIVE

Define the requirements for a new platform and figure out a way to pay for it that was cost-neutral while increasing functionality such as decision support for agents and integration with other systems such as payroll. 
WHAT WE DID
As part of a collaborative team, facilitated business and technology design sessions to understand current gaps in performance and desires for new functionality.  Documented needs to curate a set of providers that could meet the technology needs in different ways to enable to organization to understand investment profiles, operational fit and select the best partner to move ahead.   
OUT­COME
A curated set of cloud contact center providers that could meet key needs with going-forward architecture and essential functions such as speech recognition, natural language processing, decision support, and streamlined data management
 
A cost model to support selection and increase capabilities at a lower cost than today, project savings for more functionality was 12-15%
  
Fully-researched implementation plan options to beat the expiration of current maintenance contracts 

  