Executive Summary
A state healthcare agency was struggling with an outdated on-premises call center system that had become expensive to maintain and lacked modern features. The agency partnered with Brilliancy Path to implement Anywhere365, a cloud-based omnichannel solution. This strategic migration resulted in a 52% improvement in first-call resolution rate, 34% reduction in operational costs, and a 31% increase in customer satisfaction within the first six months of deployment.
Client Profile
Industry: Government Healthcare Agency
Previous Solution: Legacy on-premises PBX system with minimal integration capabilities
Challenges:
The agency faced several critical challenges with their legacy phone system:
- Budget Constraints: Rising maintenance costs were increasingly problematic for their aging infrastructure.
- Seasonal Demand Spikes: Enrollment periods and benefit changes created massive call volume fluctuations that overwhelmed the system.
- Compliance Requirements: Strict regulatory standards for data security and privacy were difficult to maintain with outdated technology.
- Limited Self-Service Options: Customers had few alternatives to speaking with live agents, creating unnecessary wait times for simple inquiries.
- Reporting Deficiencies: The agency struggled to generate detailed reports required for oversight and accountability.
- Workforce Management: Scheduling appropriate staffing levels was challenging without accurate forecasting tools.
- Information Accessibility: Agents often lacked immediate access to the information needed to resolve inquiries efficiently.
- Solution Implementation
Phase 1: Assessment and Planning
Brilliancy Path conducted a comprehensive analysis of the agency’s existing infrastructure, call patterns, compliance requirements, and specific service needs. We worked closely with multiple stakeholders, including IT, operations, and compliance departments, to design a migration strategy that would maintain continuous service while ensuring all security requirements were met.
Phase 2: Cloud Migration and Deployment
Brilliancy Path implemented Anywhere365’s Contact Center as a Service (CCaaS) solution, which included:
- Secure Cloud Infrastructure: Meeting strict security standards while eliminating on-premises hardware.
- Omnichannel Capabilities: Integrating voice, email, secure messaging, and web forms into a unified agent workspace.
- Microsoft Teams Integration: Leveraging the agency’s existing Microsoft ecosystem for seamless communication.
- Advanced Call Distribution: Implementing skills-based routing to connect citizens with specialists in various service areas.
Phase 3: Custom Dialogue Solution Implementation
We deployed Brilliancy Path’s proprietary Dialogue Solution, a Node-RED based call flow platform that provided:
- Service-Specific IVR Menus: Separate pathways for different programs and services.
- Dynamic Call Flows: Easily adjustable routing rules for high-volume periods and emergency situations.
- Text-to-Speech Capabilities: Clear, natural-sounding automated responses in multiple languages.
- Translation Services: Real-time support for limited English proficiency callers.
- Announcement Management: Ability to quickly update informational messages about changes, deadlines, or emergency information.
Phase 4: Analytics and Reporting Setup
Brilliancy Path implemented powerful business intelligence tools:
- Custom SQL Database: Capturing comprehensive call metadata while maintaining strict data protection standards.
- Power BI Dashboard Templates: Providing intuitive visualizations of service levels and response times.
- Compliance Reporting: Automated generation of required performance reports.
- Call Recording and Quality Management: Secure, compliant recording with easy retrieval for training and audit purposes.
Results and Benefits
Immediate Operational Improvements:
- Cost Efficiency: 34% decrease in total cost of ownership.
- Workforce Flexibility: Successfully transitioned to a hybrid work model with 60% of agents working remotely during peak periods.
- Training Efficiency: New agent onboarding time reduced from two weeks to three days.
- System Reliability: Service uptime increased to 99.97%, compared to 95.8% with the previous solution.
Caller Experience Enhancements:
- Reduced Wait Times: Average hold time decreased by 56% (from 12 minutes to 5.3 minutes).
First-Contact Resolution: 52% increase in issues resolved without transfers or callbacks.
- Satisfaction Ratings: Caller satisfaction scores improved by 31% based on post-call surveys.
- Self-Service Adoption: 47% of information requests now handled through automated IVR options.
Accessibility Improvements: Support in 12 languages increased service accessibility for diverse populations.
Administrative Benefits
- Data-Driven Management: Leadership gained access to real-time dashboards showing key performance indicators.
- Transparent Operations: Detailed reporting enhanced accountability to stakeholders.
- Resource Optimization: Predictive analytics enabled more efficient agent scheduling, particularly during peak periods.
- Quality Assurance: Enhanced call monitoring and evaluation tools improved service consistency.
Specific Use Cases
- Peak Period Management: The agency now easily scales up capacity during high-volume periods, with specialized call flows and pre-recorded information.
- Emergency Response: During a regional crisis, the agency rapidly deployed emergency information and routing protocols within hours rather than days.
- Service Verification Automation: Simple status checks and eligibility verifications now completed through secure self-service options, freeing agents for complex cases.
- Multi-Department Support: Integrated knowledge base gives agents instant access to information across multiple service areas, reducing transfers between departments.
Leadership Testimonial:
“Our legacy call center system was becoming a liability in serving our customers effectively. Anywhere365 has revolutionized our ability to respond to needs quickly and efficiently. The solution’s flexibility allows us to adapt to changing requirements and emergency situations with minimal disruption. Most importantly, we’re providing better service while significantly reducing operational costs and improving our overall effectiveness.”
— Director of Operations
Is Your Organization Facing Similar Challenges? If your organization is struggling with an outdated call center system, rising maintenance costs, or limited service flexibility, our Anywhere365 cloud-based solution could be the answer. We understand the unique challenges of contact center operations, from budget constraints to compliance requirements. Contact us today to schedule a consultation and discover how we can help you transform your service operations while reducing costs and improving efficiency across any industry.