Case Study: Kelsey-Seybold Clinic improves patient experience with CallMiner

Kelsey-Seybold Clinic improves patient experience with CallMiner across 2 million annual transactions

Kelsey-Seybold Clinic, a healthcare provider with over 360 contact center agents, faced the challenge of manually reviewing approximately two million annual patient transactions. This volume made it nearly impossible to identify areas for improvement in patient experience and agent performance. To gain greater insights, they selected the CallMiner platform.

By implementing CallMiner's conversation intelligence and AI-powered analytics, Kelsey-Seybold automated the process of capturing and analyzing 100% of patient interactions. The solution provided the insights needed to significantly enhance the overall patient experience and empower agents. This helped the clinic maintain its 5-star CMS rating.

Kelsey-Seybold Clinic