Case Study: Largest Independent Provider achieves seamless post-acquisition integration with TTEC Managed Services

Largest Independent providing Company - Customer Case Study

TTEC helped the nation’s largest independent provider of consumer-directed health, commuter, and employee benefit plans manage rapid post-acquisition growth. As the company added new business units, it needed a way to integrate legacy contact center technology into its existing platform while maintaining a consistent, scalable customer and associate experience.

Using Managed Services for Cisco UCCE, IPT, IOS, and core monitoring, TTEC integrated a newly acquired 250-associate business unit into the client’s corporate UCCE environment. The project converted all scripts, added 400 CVP ports, and upgraded the unit’s IVR to support skill-based routing, improving both customer and representative experiences.