Case Study: Community Health Options achieves rapid scalability and improved customer service with Windstream Enterprise CCaaS

Community Health Options - Customer Case Study

Community Health Options, a nonprofit, member-driven CO‑OP health insurer, grew from zero to 82,000 members in 18 months and needed a flexible, scalable IT and contact-center solution to handle rapid growth and seasonal open‑enrollment peaks. To meet those challenges, Community Health Options selected Contact Center as a Service (CCaaS) from Windstream Enterprise to build a cloud-based communications infrastructure that could scale and be managed quickly.

Windstream Enterprise implemented its CCaaS platform, enabling fast scalability, instant changes to call trees, messaging and routing, and dynamic agent reallocation to address spikes and reduce wait times. As a result, Community Health Options now operates with 170 employees (including 70 call center agents and 10 IT staff), has increased operational efficiency, expects cost savings, and has freed IT to focus on strategic initiatives — turning Windstream Enterprise’s solution into a competitive advantage.

Community Health Options

Will Kilbreth

Chief Information Officer