Case Study: Healthplex achieves reliable, compliant, and scalable contact center operations with Avaya's Aura Call Center Elite

Healthplex Leverages Avaya Aura for Contact Center Management Capabilities

Healthplex, a large New York dental plan administrator, faced escalating problems as rapid growth pushed its patched legacy phone and contact-center systems beyond capacity. The unreliable platform struggled with bandwidth and call volume, made it hard to meet strict federal/state regulations and client contractual uptime requirements, and could not provide comprehensive call recording or reporting—exposing Healthplex to potential investigations and penalties.

Healthplex implemented Avaya Aura Call Center Elite with Multichannel and complementary Avaya tools to deliver full redundancy, cradle‑to‑grave call recording (searchable by member ID), comprehensive reporting, and workforce management. The new platform has provided near-constant uptime, faster retrieval of recordings, single sign‑on for agents, accurate staffing forecasts (enabling a four‑day work week), and the ability to scale at least twofold—improving compliance, customer service, and employee morale while handling 116,000 calls per month.

Healthplex

Denise Munson

Operations Manager