Case Study: Evolent Health improves customer experience with Brightmetrics

Brightmetrics Turns Mitel MiVoice Connect Phone Data into Improved Customer Experience

Evolent Health, a value-based care organization operating across more than 30 U.S. healthcare markets, needed a better way to understand and manage customer experience and team performance in its Mitel MiVoice Connect phone system. Before working with Brightmetrics, the team relied on limited native reporting and manual calculations that were time-consuming, error-prone, and made it difficult to set realistic goals or measure trends around call handling and service quality.

Brightmetrics implemented reporting and dashboard tools for Evolent Health that turned MiVoice Connect phone data into accessible, automated insights. With Brightmetrics, Evolent gained easier trend analysis, automated reporting, and clearer visibility into staffing and performance metrics such as call answering percentage and ACD activity, helping leadership set targets like a 95% answer rate, improve productivity, reduce manual work, and support better customer service and organizational improvement.

Evolent Health

Evolent Health

UM Technical Supervisor