Case Study: Netsmart achieves improved customer satisfaction and doubles callbacks with Lifesize CxEngage

Netsmart Improves Customer Satisfaction with CxEngage

Netsmart, a healthcare technology and services company with 2,000+ employees, needed a secure, cloud-based contact center to support remote agents, provide API integrations, and improve redundancy and usability for its critical call center operations. After a decade on Mitel, the team sought a more flexible, reliable platform to handle technical support, billing, and internal IT needs while meeting the pace and consistency required in healthcare.

After evaluating vendors, Netsmart selected Lifesize CxEngage and completed a full migration of 250 agents by July 2020. CxEngage’s API integrations with Microsoft Teams (and planned ServiceNow) enabled queue alerts and workflows, callbacks doubled thanks to a reliable callback feature, and managers can now self-manage users and queues—resulting in noticeably higher agent efficiency and customer satisfaction.

Netsmart

Scott Lecuru

Telecommunications Engineer