Case Study: Fortune 500 Healthcare Distribution and Technology Solutions Provider Improves Customer Experience with TTEC’s Cisco UCCE Upgrade

Innovate for Improved Functionality and Reduced Costs

TTEC helped a Fortune 500 healthcare distribution and technology solutions provider modernize a fragmented contact center environment made up of multiple divisions, separate Cisco instances, and Aspect systems. The client needed better skill-based routing, IVR self-service, outbound dialing, and multichannel capabilities to improve customer experience and better utilize highly trained healthcare professionals.

TTEC implemented a single Cisco UCCE 9 platform as the core solution, handling migration, architecture, scripting, IVR development, and Finesse desktop development, along with migrations to Unity Connection 9.0. The new platform reduced queue times and abandon rates, improved reporting across divisions and agents, increased availability and performance, and enabled seamless customer interactions across voice, web, collaboration, email, IM, and presence.