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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 supported a northeastern healthcare provider in transitioning from an underperforming contact center as a service solution, or CCaaS, to NICE CXone, enhancing their operational efficiency and customer service.

The Opportunity

This organization is a prominent commercial health plan provider based in Massachusetts, USA, and is part of an integrated health system. 

The healthcare provider was using Five9 as their cloud contact center vendor. Dissatisfied with several of the platform’s modules and accessibility to support, they decided it was time for a change and began their search for a new cloud contact center vendor.

Beyond facing unresolved issues with their patient experience platform, the healthcare provider had several other challenges with their previous system:

Operational Inefficiencies

The existing workforce management (WFM) system did not meet their needs with forecasting volume and scheduling agents.

Technical Issues

The Verint platform, introduced and supported by Five9, led to support personnel being unfamiliar and inefficient with troubleshooting it.

User Experience Problems

The previous system provided an unsatisfactory experience for agents.

System Reliability

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.

Returning to a Reliable Vendor

A Telecom Manager at this healthcare provider had a previously established relationship with Wilmac Technologies that went all the way back to 2010.

This Telecom Manager was part of an organization that was a customer of Wilmac’s about 10 years ago, where Wilmac sold and supported their on-premises contact center, NICE Engage.

In 2021, when the healthcare provider began their search for a new contact center solution, this individua; reached out directly to Wilmac based on the strength of our previous relationship with them.

180 Agents

Utilizing NICE CXone

10 Years

of Relationship Building

NICE CXone

The CCaaS solution

The Solution

After a lengthy 12-month process, the northeastern healthcare provider decided to move forward with the NICE CXone solution.

Evaluation Process

Because of Wilmac’s vendor agnostic approach, our experts were able to demo and answer questions surrounding several different CCaaS solutions to show the healthcare orgnaization what options they had. Starting with NICE CXone, then Genesys and Talkdesk, NICE CXone became the frontrunner.

The healthcare provider’s contact center team had a keen interest in the workforce management features of the solutions they were considering to create a positive agent experience for their employees. Beyond that, their decision-making process went deep into the technical details, digging into features like the Interactive Voice Response (IVR) and understanding how the configurations worked.

This process spanned approximately 12 months, with multiple demos and conversations about the features available to the healthcare provider. The beauty of cloud contact center solutions is that everything is customizable, but that can prolong the decision-making process.

Wilmac made sure to clarify the options available to the healthcare provider’s contact center team and understand their expectations for launch to ensure the process would be as seamless as possible.

Implementation

Wilmac Technologies and our dedicated CCaaS team provided a comprehensive implementation solution for MGBHP to ensure a smooth transition:

Pre-Implementation Preparation

Wilmac & NICE CXone prepared with the healthcare provider extensively before go-live, providing training & readiness activities for all stakeholders.

Go-Live Date

Wilmac’s dedicated CCaaS team was all-hands-on-deck for the healthcare provider’s go-live date, ensuring minimal service interruptions and issues during the transition.

Feedback & Customization

A tailored deployment program captured feedback from each of the four departments involved, ensuring their specific needs and expectations were met.

Team Approach

Wilmac focused on the launch & deployment, supplementing the healthcare provider’s contact center operations while NICE CXone handled the technical installation.

Outcomes from Wilmac’s Partnership with a Healthcare Organization for their CCaaS Migration

Operational Efficiency

Enhanced call routing and handling efficiency, reduced call wait times, and improved speed of service.

Cost Savings

Licensing and usage fees decreased by 20.3%, with added feature functionality. 

User Experience

Improved agent performance and customer satisfaction.

Streamlined Compliance

Consolidated their legacy and NICE CXone customer interactions into a single portal for compliance.

Continued Partnership

Wilmac Technologies remains a trusted partner for the northeastern healthcare provider with:

Ongoing Support

Supporting their NICE CXone cloud contact center solution, providing regular check-ins and consulting on how they can further improve their patient experience and patient journey.

Future Enhancements

Exploring advanced features like AI-driven IVA and enhanced quality management, the healthcare provider has expanded its usage of the NICE CXone solution across a number of business units.

Training and Support

Providing specialized training to ensure new agents are well-prepared, emphasizing the importance of soft skills to guarantee ROI.

Consulting on Data Compliance

As an organization subject to stringent data retention regulations, the healthcare provider has adopted Continuity Replay Cloud to house their legacy NICE Engage and Five9 customer interactions, along with their production recordings from NICE CXone. Wilmac is continuously providing input to help develop the healthcare provider’s archiving and data retention strategy.

Strategic Insights

Aligning technology with MGBHP’s evolving needs, ensuring they remain at the forefront of industry advancements while providing an exceptional patient experience.

Ready to move your contact center to the cloud? Let’s talk! >>

“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

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