Case Study: NorthShore University HealthSystem achieves exceptional patient care and optimized contact center operations with Alvaria

NorthShore University HealthSystem - Customer Case Study

NorthShore University HealthSystem, a large integrated healthcare system north of Chicago with 68 facilities and a 200-seat contact center, found its patient contact operations held back by an antiquated ACD, no call recording or unified reporting, siloed applications, limited supervision, and manual scheduling. After assessing these gaps, the organization decided it needed a single, scalable contact center platform plus advanced workforce management and a people-focused training and recruiting overhaul to turn the contact center into a strategic asset.

NorthShore implemented Aspect Unified IP and Aspect Workforce Management and launched formal recruiting and training programs. The solution delivered unified multichannel contact handling, intelligent and network routing, 100% interaction recording with speech analytics, integrated post-call surveys, agent scorecards, Epic integration, and automated forecasting/scheduling. The result was improved routing and staffing, consistent quality monitoring and training, better patient experiences, and recognition for using technology to enhance care, with plans to expand web chat, email and outbound care campaigns.

NorthShore University HealthSystem

Fran Horner

Senior Director, Patient Access University HealthSystem