Case Studies

University-based Health Care Center


The nearly 400 contact center agents at a south Florida university-based medical system schedule appointments, page physicians, handle patient and customer service issues and initiate patient outreach. The contact center utilizes multiple channels, including phone and email, to communicate with patients. SMS text is used to confirm patients’ appointments and to send notifications, including COVID-19-specific instructions for appointments. During the COVID-19 pandemic, incoming call volume dropped as patient appointments were canceled, but outgoing interactions increased by a factor of 10 as campaigns were launched to stay in touch with patients and reschedule appointments.