Case Study: VMS BioMarketing doubles network capacity and accelerates innovation with Genesys PureConnect Cloud

Shift to a Cloud Contact Center Solution Supports Innovation and Improves Customer Experience

VMS BioMarketing, an Indianapolis-based healthcare education company that supports patients and more than 800 field educators, needed to streamline its technology environment and reduce the burden on IT so the team could focus on innovation and better customer experiences. With an on-premises Genesys PureConnect deployment, CIO Michael Rudicle sought a cloud strategy for greater scalability, disaster resilience and to free resources for integrating and enhancing their proprietary Passport platform.

Moving to PureConnect Cloud—easy because it used the same code base—gave VMS the scalability and managed infrastructure it needed while preserving Passport integration. The cloud rollout enabled skills-based routing, IVR, web chat, texting, predictive dialing and unified communications, freed IT to build screen pops and other features, and allowed the company to double network capacity in weeks rather than months, improving agent efficiency and customer experience.

VMS BioMarketing

Michael Rudicle

Senior Vice President & Chief Information Officer