Case Study: Cleveland Clinic reduces average handle time with NovelVox Epic CTI Connector

Cleveland Clinic cuts average handle time by 20 seconds with NovelVox

The Cleveland Clinic faced a significant challenge in one of its busy Ohio branches, where 700 contact center agents were struggling with high call volumes. Agents had to constantly switch between their Cisco Finesse phone system and the Epic EHR, leading to slower service, higher stress, and wasted time. To address this, they turned to vendor NovelVox and implemented their Epic CTI Connector product.

NovelVox's solution integrated Epic EHR with Cisco Finesse, eliminating the need for agents to toggle between screens. This provided a unified interface with features like click-to-dial, screen pops of patient information, and automatic logging. The implementation saved agents an average of 20 seconds per call. For the Cleveland Clinic, which handles over 70,000 calls daily, this translated to a savings of 275 hours every day, resulting in reduced operational costs, less agent fatigue, and an improved patient experience.

Cleveland Clinic