Case Study: Nation’s Largest Independent Providing Company streamlines post-acquisition contact center integration with TTEC Managed Services

Nation’s Largest Independent Providing Company - Customer Case Study

TTEC partnered with the nation’s largest independent provider of consumer-directed health, commuter, and employee benefit plans, a company experiencing rapid double-digit growth through acquisitions. The customer needed help integrating a newly acquired business unit with 250 associates into its existing contact center environment and modernizing a basic UCCX-based setup to align with its broader enterprise technology platform.

TTEC provided Managed Services for Cisco UCCE, IPT, IOS, and core monitoring, and led the integration of the acquired unit into the client’s corporate UCCE platform. The project took about five months and included converting all scripts and adding 400 CVP ports, enabling improved IVR and skill-based routing to better connect callers with the right associate. As a result, the customer improved both customer and representative experiences and now has a scalable foundation for future acquisitions.