Case Study: PrognoCIS (Bizmatics) achieves support excellence and improved customer experience with 8x8 Virtual Contact Center

8x8 Virtual Contact Center Helps Software Developer Deliver Support Excellence

Bizmatics, the San Jose–based developer of the PrognoCIS electronic health records (EHR) suite serving 26 practice types, faced customer support strain as its on‑premises PBXs couldn’t handle diverse queues, track calls across three support centers, or deliver the KPIs needed to improve service—resulting in poor caller experiences and mounting customer feedback to replace the infrastructure.

Bizmatics implemented the cloud‑based 8x8 Virtual Contact Center after a successful pilot, deploying voice and chat with 125 seats and retaining existing hardware interoperability. The web‑based admin, centralized routing, API-driven call tracking, real‑time monitoring and call recording quickly improved call handling, staffing efficiency and agent coaching, boosting customer experience, retention and ROI while enabling future CRM integration for further gains.

PrognoCIS

Andrey Ostashko

Director of Customer Service