Case Study: Mercalis achieves better customer experience with Webex by Cisco

Webex and Mercalis Unrolling innovation to enhance the customer experience

Mercalis, now Valeris, supports more than 500 life sciences customers and 36 million patients, but its contact center was straining under heavy demand with 1,000 agents handling over 400,000 calls each month. To improve customer experience and scale more effectively, the company looked to Webex by Cisco and its cloud-based contact center and AI capabilities.

Webex by Cisco helped Valeris migrate from an on-premises platform to Webex Contact Center, add Webex Connect for omnichannel engagement, and prepare to use Cisco AI Assistant features such as virtual agents, conversation summaries, topic analytics, and agent wellbeing tools. The result is a more unified, flexible service model with better visibility, easier management through Control Hub, and faster, more personalized support across channels.

Mercalis

Tommy Walker

Vice President of Technology Transformation and IT Operations