Contact center as a service (CCaaS) enables remote agents to facilitate cloud migration, add digital channels and much more. Overall, it can enhance an organization’s flexibility, agility, scale and speed.
During a Genesys and Forrester webinar, “CCaaS in 2020: Trends Informing the Movement,” speaker Sunila Levi, Chief Technology Officer (CTO) at Integral Care based in Travis County, Texas, shared her organization’s story about modernizing its contact center.
Integral Care supports individuals affected by behavioral health and intellectual challenges through a 24-hour crisis hotline. It’s critical for the organization’s services and operations to continue, especially during tumultuous times.
The organization wanted to personalize contact center interactions by changing the way its agents engaged with callers. “Is the client a current patient? If so, we can show them that we know them, we can engage them better and calm anxieties and anything they are dealing with at that time,” Levi said. Integral Care also sought out to proactively help its contact center agents by moving from descriptive analytics models, which use past data to analyze changes, to prescriptive analytics models, which use data to decide near-term outcomes.
“We wanted to move a traditional call center to a client engagement center to show [clients] that we know them and that we are here to support them.” –Sunila Levi, CTO at Integral Care of Travis County in Texas
However, the contact center was running on a legacy system that only had the basic functions of a traditional call center. The center needed a more comprehensive system, starting with self-service and including artificial intelligence (AI) insights, chatbots and omnichannel voice, text, chat and video, according to Levi.
A CCaaS solution could provide these capabilities. Before investing in a CCaaS solution however, the team at Integral Care looked to similar agencies, such as Arizona’s crisis response center, to ensure its strategy aligned with those of like-minded agencies.
Why Integral Care Elevated Its Call Centers:
- Scalability – to easily grow as the business grows
- Security – HIPAA, SOC2 and HITRUST compliance
- Cost of Ownership – for 24/7 management, support, automatic upgrades and updates
- Reliability – to reap the benefits of adopting emerging technologies
- Innovation – to keep up to pace with trends and technology
- Industry trends – to upgrade patient contact centers to client engagement hubs
- Regulations Requirements – e.g., National Suicide Prevention Lifeline, 911 MH, etc.
- Reporting – for service, efficiency and return on investment (ROI) metrics
- Analytics – for business insights and intelligence
- Value Creation – for new services and growth
Because needs, technology and industry trends are at the intersection of innovation and modernization needs, aligning IT efforts with agency strategy maximizes the value of the IT investment while minimizing risk, Levi said.
By investing in a CCaaS solution, Integral Care elevated its contact center system into a business intelligence gateway system that could now better support its internal team and customers. The new system is flexible enough to integrate with other organizations’ systems so that Integral Care can communicate, collaborate and connect with clients for the betterment of the public.