Case Study: Morris Global Group achieves better patient support and contact center visibility with ConnectPath CX and CloudHesive

ConnectPath Empowers Intelligent Remote Agents at Morris Global Group

Morris Global Group, an international healthcare software and medical technology distributor, needed to rapidly deploy a global contact center to support patients using its MCJ cancer care platform. Their challenge involved providing multi-language support, enabling supervisor monitoring with real-time dashboards, and managing agent assistance features. They partnered with ConnectPath CX to implement a solution using the ConnectPath platform on Amazon Connect.

ConnectPath CX built and deployed a customized solution that provided agents with greater call control and supervisors with granular visibility into operations. The implementation enabled features like call flow customization, voicemail with notifications, and whisper coaching for agent assistance. As a result, Morris Global Group gained a robust omni-channel platform with extensive reporting, leading to high satisfaction and a clear path for enhancing future patient and agent experiences.

Morris Global Group