Case Study: Multi-Specialty Healthcare Company improves customer experience with TTEC

Multi-Specialty Healthcare Company - Customer Case Study

Multi-Specialty Healthcare Company, a multi-specialty healthcare provider, needed to improve customer interactions as its customer base of physicians, nurses, and clinics grew. Its aging Nortel PBX environment was causing frequent outages and dropped calls, making it difficult to deliver the high-touch service its customers expected. TTEC was brought in to help modernize the contact center experience.

TTEC migrated four sites and 250 associates from Nortel PBX to Cisco UCCE hosted in its data center, using Bucher + Sutter’s SAP connector for multichannel and direct call control, along with Mattersight behavioral routing to match callers with the best-fit associate. The result was a stronger customer experience with faster call handling, improved first call resolution, and higher close rates, while preserving the company’s reputation for personal, superior service.