A major publicly-traded healthcare company’s contact centers received millions of members’ calls each year. Their CX team saw personalization as a strategy to improve their members’ experiences while lowering operating costs but needed a solution to implement it.
The company deployed Enlighten AI Routing and Enlighten AI for Customer Satisfaction. As a result, they reduced operational spending by $11 million a year, realizing over 3X the return on investment. Find out how.
Metrigy Research Report: Trends for Patient Experience Success
Patients are also consumers, which means using proven customer experience (CX) technology to deliver successful patient experiences (PX) is vital.
Patient Experience: Five Ways to Improve Patient Interactions
Discover how your organization can deliver seamless care journeys with “Five Ways to Improve Patient Interactions.” This insightful guide reveals:
Contact Center WFO: BAYADA Streamlines Workflows with CXone (PDF)
The Rx BAYADA Needed: CXone Providing sub-standard experience just isn’t an option for BAYADA Home Health Care’s contact center as it struggled to keep up with exploding growth in contact volume: Its agents are the the first contact for patients, families and providers, determine what services are needed and initiate care. By moving to NICE and CXone, BAYADA has managed to improved efficiency, productivity and CX—all while realizing substantial contact center cost savings.