140 clients - each has an 800 to DID to a hunt group
RCM System - Athena / Imagine
Email is a separate Microsoft 365 solution
Business Challenges
With 52 Clients, 2200 Health Care providers, reporting and managing was very limited due to the complexity caused by the number of client numbers and health care providers
Ticket system needed and costly to change IVR system which also takes 3-4 weeks
No PCI & HIPPA compliance
No WFM solution for forecasting and scheduling
Simple Call Flow- 2 choice IVR
Current Systems
Genesys Cloud CX
Telecom Services by Star Telecom
5 Option IVR to route calls
Self Service IVR
In IVR Payment Processing
Priority Routing for specialty clients
Queue Call-Back feature to off-set higher than expected
volumes
WFM solution for forecasting and scheduling
Outcomes
Single source for all phone numbers routing into a platform with powerful reporting capabilities with data in one location
PCI & HIPPA compliant
Agent forecasting and scheduling for better efficiencies and CX
Cloud solution to support at-home workforce and expansion of business
Technology future-proofing the business (more complex IVRs, self-serve options, biometrics, bots)
