Case Study: Prisma Health improves patient care and reduces wait times with NovelVox Agent Accelerator

Prisma Health cuts average handling time by 30–40% with NovelVox

Prisma Health, South Carolina's largest nonprofit healthcare provider, faced a challenge with fragmented systems and manual workflows in its contact center. This led to slowed agents, increased patient wait times, and inconsistent service due to a lack of guided scripts and real-time visibility. To address this, they turned to vendor NovelVox for a solution.

NovelVox implemented its Agent Accelerator solution, a unified desktop overlay that integrated key systems to streamline operations. The results were a clear boost in efficiency and patient experience, including a 30-40% reduction in average handle time (AHT), shorter wait times, and higher patient satisfaction. The NovelVox solution provided Prisma Health with the tools for smarter contact center operations and more seamless patient care.

Prisma Health