A Northeastern Healthcare Provider’s Transition to NICE CXone through Wilmac Technologies
June 27th, 2024
Written by Ben Bowen, Director of Sales Operations
Wilmac Technologies partnered with a growth-minded healthcare provider in Massachusetts to transform their contact center operations and elevate patient experiences. By facilitating a seamless transition from Five9 to NICE CXone, we helped the organization overcome significant operational inefficiencies, technical hurdles, and system reliability issues, ensuring their contact center became a strategic asset.
The Opportunity
This prominent healthcare provider, part of an integrated health system, was facing critical challenges with its previous CCaaS platform, including:
Operational Inefficiencies
The existing workforce management (WFM) system struggled to forecast volume and schedule agents effectively.
Technical Support Gaps
The Verint platform, introduced and supported by Five9, led to support personnel being unfamiliar and inefficient with troubleshooting it.
User Experience Problems
Agents reported dissatisfaction with the platform, impacting productivity and morale.
System Reliability Concerns
The switch from NICE to Verint call recording by Five9 after they went live led to significant issues with reliability and support, causing delays in resolving problems.
Recognizing the need for modernization and an ROI-driven approach, this organization turned to us for a tailored solution. Our hands-on support ensured a disruption-free implementation, continuous optimization, and compliance with retention laws. We remain dedicated to aligning technology with unique organizational goals, driving growth, and improving customer satisfaction in the healthcare sector.
Returning to a Reliable Vendor
Wilmac Technologies built a reputation as a partner dedicated to aligning technology with the unique goals of our customers, and our long-standing relationship with this healthcare provider is a testament to that.
A Telecom Manager at this healthcare provider had worked with us as far back as 2010, during their time at an organization where we sold and supported their on-premises contact center solution, NICE Engage. Our hands-on approach and tailored support established trust that lasted over a decade.
When this healthcare provider sought a new CCaaS platform in 2021, they turned to us, knowing we could guide them through a seamless transition to NICE CXone.
180 Agents
Empowered NICE CXone
10 Years
of Relationship Building
NICE CXone
A CCaaS Solution for Growth and Reliability
The Solution
After a thorough evaluation process lasting approximately 12 months, the northeastern healthcare provider decided to move forward with the NICE CXone solution.
Evaluation Process
We take pride in our vendor-agnostic approach, which allowed us to guide the healthcare provider through a comprehensive evaluation of multiple CCaaS solutions, including NICE CXone, Genesys, and Talkdesk. By demonstrating the capabilities of each platform and addressing detailed technical questions, we empowered their contact center team to make an informed decision.
The team prioritized workforce management features to enhance agent experiences and thoroughly examined features like Interactive Voice Response (IVR) configurations. This level of scrutiny aligned with their growth-minded, forward-thinking approach to leveraging CCaaS solutions as strategic assets.
Over the course of the year, we held multiple demos, in-depth discussions, and workshops to ensure they fully understood the customizable options available. Throughout the process, we worked to align the solution with their goals, simplifying decision-making and laying the groundwork for a seamless implementation.
Implementation
We ensured a smooth transition for the healthcare provider with our hands-on, collaborative implementation approach:
Pre-Implementation Preparation
Wilmac Technologies worked closely with NICE CXone and the healthcare provider’s team to conduct extensive training and readiness activities, ensuring all stakeholders were prepared for the go-live date.
Go-Live Date
On the go-live date, our CCaaS team was fully engaged, providing real-time support to minimize service interruptions and quickly address any challenges.
Feedback & Customization
Wilmac Technologies captured feedback from the four departments involved and tailored the deployment to meet their specific needs, ensuring their expectations were exceeded.
Outcomes from Wilmac’s Partnership with a Healthcare Organization for their CCaaS Migration
Our collaboration with this healthcare provider delivered measurable results that aligned with their strategic goals and addressed key challenges:
Operational Efficiency
Wilmac Technologies helped streamline their call routing and handling processes, reducing call wait times and significantly improving the speed of service. These enhancements transformed their contact center into a more agile, high-performing operation.
Cost Savings
Through our expertise and tailored approach, we reduced their licensing and usage fees by 20.3%, all while incorporating advanced features to enhance functionality and support their growth.
User Experience
By modernizing their platform with NICE CXone, we empowered agents to perform at their best, improving overall customer satisfaction and creating a better experience for everyone involved.
Streamlined Compliance
Wilmac Technologies consolidated their legacy and NICE CXone customer interactions into a single, unified portal. This not only ensured compliance with retention laws but also unlocked valuable customer insights, enabling the organization to make more data-driven decisions.
Continued Partnership
Wilmac Technologies remains a trusted partner for the northeastern healthcare provider, ensuring their CCaaS platform remains a high-performing, future-ready asset.
Ongoing Support
We provide hands-on support for their NICE CXone cloud contact center, offering regular check-ins and expert consulting to help them optimize their patient experience and enhance every stage of the patient journey. Our proactive approach ensures their contact center remains a key driver of customer satisfaction and operational efficiency.
Future Enhancements
As a forward-thinking organization eager to modernize, the healthcare provider is working with us to explore advanced capabilities like AI-driven Intelligent Virtual Agents (IVAs) and enhanced quality management. With our guidance, they have expanded their use of NICE CXone across multiple business units, driving greater efficiency and ROI.
Training and Support
We continue to deliver specialized training programs that equip new agents with the tools they need to succeed. By emphasizing both technical expertise and soft skills, we ensure their workforce remains engaged, productive, and well-prepared to provide exceptional patient interactions.
Consulting on Data Compliance
As a compliance-driven organization, the healthcare provider relies on us to help manage stringent data retention requirements. With Continuity Replay Cloud, we’ve integrated their legacy NICE Engage and Five9 customer interactions alongside their production recordings from NICE CXone, ensuring a unified and compliant approach to data storage. We remain actively involved in refining their archiving and retention strategy.
Strategic Insights
By continuously aligning technology with their evolving needs, we help them stay ahead of industry advancements. Our partnership ensures they can seamlessly adapt to new innovations while maintaining an exceptional patient experience, reinforcing their contact center as a strategic asset.
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“Wilmac’s team took great care in making sure every detail was covered in our transition. They have proven that their availability and guidance for us is their priority. The NICE CXone product is extremely impressive, and we’re already seeing the positive impact it’s having on our patients, employees, and overall operation.”
Telecommunications Technician
Northeastern Healthcare Provider
