Case Study: Kaiser Permanente boosts contact center productivity with Korbyt Anywhere

A Virtual Call Center Keeps Kaiser Permanente’s Commitment 24/7

Kaiser Permanente, one of the nation's largest healthcare providers, faced a challenge in its contact centers. The digital signage systems across its centers were siloed, creating inconsistent performance data, and the shift to a remote workforce during COVID deprived agents and managers of access to the on-premise displays of this critical, real-time information.

The vendor, Korbyt, implemented its Korbyt Anywhere platform to centralize data management. The solution provided a desktop application that delivered real-time, personalized performance dashboards to remote workers. This gave managers a comprehensive view of operations to better assign agents and helped agents see where their assistance was most needed, all of which increased overall contact center productivity.

Kaiser Permanente