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The Bluewave Advantage in Healthcare IT

Posted on by Bluewave

Saving Costs, Saving Time, Supporting Care: The Bluewave Advantage in Healthcare IT

By Steven Blumberg, VP of Client Operations

Bluewave Technology Group’s healthcare IT clients care for more than four million patients every year. That’s millions of appointments, checkups, and treatments.

With so many lives depending on seamless operations, getting their technology right isn’t just important, it’s mission critical. But for these institutions, IT contracting is just one of the millions of challenges they face annually.

That’s where Bluewave comes in. Bluewave not only advises on the right technology solutions, but advocates for the right contracts, ensures seamless technology rollouts, and helps eliminate hidden costs—so our clients can stay focused on patient care.

Bluewave in Action: Real Success Stories in Smarter Healthcare Technology Contracting

1. Smart Contracts, Better Care: Bluewave Helps Healthcare Giant Scale Without Penalties

One of the largest healthcare outsourcing companies serves communities through services with prisons, schools, and inpatient treatment facilities. Their mission is to provide high-quality, flexible care to those who need it most.

Bluewave helped cut contract negotiation time in half, removing early termination fees and aligning contract terms to their specific needs. Rigid telecom contracts with hidden fees and long-term lock-ins were replaced with scalable agreements that allow locations to be added or removed as needed—without unnecessary costs.

2. Reducing Costs and Enabling Seamless Technology Transitions for Healthcare Providers

Doctors don’t need to be experts in their phone systems, but that doesn’t mean they can never upgrade. Today’s patients expect omnichannel access to their healthcare providers – and modern technology solutions are crucial.

Bluewave recently helped a large hospital network save thousands by negotiating waived training fees and securing a ramp-up period, ensuring their team had the time to onboard and adjust to new systems without disruption.

3. Big Savings, Seamless Transformation: Modernization Made Simple

When one of the largest hospitals in the Midwest wanted to modernize its technology infrastructure, Bluewave cut costs significantly while securing free professional services to support the transition.

Through weekly project oversight, vendor coordination, and a structured approach, Bluewave ensured the hospital’s technology rollout stayed smooth—from construction to full implementation.

Other Case Study: See How This Healthcare System Saved $4 Million In Annual Savings and Improved Operations

Conclusion

Healthcare IT Contracting, Reimagined with Bluewave’s Strategic Insight

Healthcare organizations face unique technology challenges—with high stakes and no room for error. Bluewave helps clients negotiate smarter, spend more efficiently, and get the IT support they need—without the roadblocks.

Mission-critical outcomes. Smarter contracts. That’s the Bluewave difference.

Book a free consultation.

Automated Quality Management without Coaching

Posted on by Bluewave

Peanut Butter Without Jelly: The Disappointment of Automated Quality Management without Coaching

by Aaron Portz

I don’t know about you, but I love a peanut butter & jelly sandwich. That perfect balance of textures and flavors just works—and can quickly turn my hangry, non-productive state of mind into a pleasantly satisfied mood ready for a productive afternoon.

When it comes to turning around poor performance in a contact center, it takes that same sort of balance to get the job done effectively. You need to know what the problem is and how to fix it. Quality Management (QM) tells you there’s a problem, but Performance Management—coaching—is how you take action to fix it. It’s peanut butter and jelly.

QM vs. Coaching

AI-driven Automated Quality Management (AQM) has flooded contact centers with an unprecedented volume of quality data, scoring nearly all interactions instead of just a small sample. At this point, AQM is almost table stakes for any CCaaS platform. While this data explosion provides incredible visibility into performance trends, it also exposes a critical gap: the lack of robust coaching capabilities within many CCaaS solutions.

QM ensures consistency in customer interactions by monitoring, scoring, and evaluating calls or chats based on predefined criteria. With AI-driven automation, QM now delivers vast amounts of performance data, enabling large-scale quality evaluations.

However, QM alone does not drive improvement—it only identifies issues.

Coaching turns QM insights into action. Targeted interventions help agents improve through:

  • Personalized development plans to address specific gaps
  • Behavioral changes to adopt better practices
  • Real-time reinforcement of good habits and quick correction of mistakes
  • Ongoing progress monitoring and refining of coaching strategies

Without coaching, your QM data remains just that—data. Data on a shelf. Data without real impact. QM is measurement. Coaching is action.

The Data Abundance & Actionability Gap

While AQM can now highlight issues at scale more successfully than ever, CCaaS platforms often fall short in operationalizing that data. This results in:

  • Data Overload Without Insights – Organizations are drowning in QM data but struggle to translate it into actionable coaching insights.
  • Manual Coaching Processes – Supervisors must sift through large data sets to identify true coaching opportunities, making the process inefficient and inconsistent.

Why waste your time with peanut butter and no jelly?

If I tell you there’s a performance problem in your company but can’t tell you what to do to fix it, I haven’t helped you.

Even with all the data from an AQM tool, supervisors may be able to point to poor performance but still lack a strategy—or the tools—to help agents improve. That’s especially challenging when one agent’s poor performance may look just like that of ten or a hundred others. But each agent likely has different specific challenges and will almost certainly respond differently to the same intervention.

Your supervisors would need superhuman abilities to consistently and effectively coach every agent based on their unique needs.

And when those agents fail to improve, you may terminate them—only to restart the costly cycle of churn.

To systematically and consistently improve performance, you need more than data. You need agent-specific insights and recommended best actions—actions you can measure and link to real, successful outcomes.

Bridging the Gap: Unlocking the Full Potential of QM Data

To truly leverage the benefits of AI and your shiny new AQM, organizations must invest in coaching tools that transform raw data into structured, actionable programs.

Key elements include:

  • Automated Coaching Triggers – Systems that automatically recommend coaching sessions based on QM insights
  • Integrated Performance Dashboards – Real-time visibility into QM scores and agent trends (both improvement and decline)
  • AI-Driven Next Best Coaching Actions – AI that goes beyond scoring to offer personalized coaching suggestions based on agent behavior patterns
  • A Continuous Learning Culture – Shifting from periodic evaluations to ongoing, dynamic coaching that evolves with customer expectations

Conclusion

The contact center industry has successfully harnessed AI to produce vast amounts of high-quality data—the peanut butter. But without equivalent advancements in application, measurement, and refinement—the jelly—the true potential of that dry peanut butter sandwich remains as unfulfilled as your performance improvement goals.

Coaching is the bridge that transforms QM insights into real performance improvements—driving better customer experience, operational efficiency, and growth.

To fully realize the potential of AI-powered QM, organizations must prioritize investment in performance management tools that automate, streamline, and scale coaching efforts.

Only then can contact centers turn data into action—and elevate agent performance to new heights.

Now, where did I put that jelly…?

 

The New World of Connectivity: LEO, 5G, and Fiber

Posted on by Bluewave

The New World of Connectivity: LEO, 5G, and Fiber

By Bob Schweiss, Bluewave Solution Advisor

In today’s fast-paced digital landscape, connectivity is king. With the growing demand for faster, more reliable internet access, the future of connectivity is evolving rapidly, and the demand has never been higher. Enter a new world where three revolutionary technologies—Low Earth Orbit (LEO) satellites, 5G networks, and fiber optic infrastructure—are shaping the way we connect to the internet and to each other.

Let’s dive into how these technologies are transforming the way we live, work, and communicate.

LEO Satellites: Internet from the Sky

Imagine high-speed internet beaming to you from space. That’s the promise of Low Earth Orbit satellites. Unlike traditional geostationary satellites, which sit 22,000 miles above Earth, LEO satellites orbit much closer to the planet, between 100 to 1,250 miles. This closer proximity provides several advantages:

  • Global Coverage: LEO satellites can reach even the most remote and rural areas, where traditional terrestrial internet infrastructure is impractical or impossible.
  • Lower Latency: LEO satellites have much lower latency than their traditional counterparts, providing a smoother internet experience.
  • Cost-effective Deployment: Deploying LEO satellites is more affordable, making high-speed internet more accessible to underserved regions.

Pioneers like SpaceX’s Starlink, OneWeb, and Amazon’s Project Kuiper are racing to build massive constellations of LEO satellites, which will provide global internet coverage, enabling a low cost of deployment and accessibility where there was none or limited options.

5G: The Game-Changer for Mobile Connectivity

5G, or fifth-generation cellular technology, is here, and it’s not just an upgrade; it’s a technological revolution. This next-generation cellular technology promises to deliver ultra-fast speeds and ultra-low latency, transforming everything from mobile phones to the Internet of Things (IoT). It’s a quantum leap over 4G.

Key benefits of 5G include:

  • Blazing Fast Speeds: With speeds of up to 20 Gbps, 5G makes streaming and large file transfers incredibly fast.
  • Ultra-Low Latency: As low as 1 millisecond, 5G will enable real-time applications and the widespread Internet of Things (IoT) to support innovations like remote surgeries and autonomous vehicle communication.
  • Widespread Availability: Major metropolitan areas are already seeing 5G rollouts, with more cities to follow.

However, the 5G rollout is not without challenges. The high-frequency signals it uses have a shorter range, requiring the installation of many more cell towers. This makes widespread coverage, especially in rural areas, a significant challenge. But with its incredible potential, 5G is paving the way for innovations we’ve only dreamed of.

Fiber: The Backbone of High-Speed Internet

While LEO satellites and 5G make headlines, fiber optic technology remains the gold standard for fast, reliable, and high-capacity internet connectivity. Fiber provides:

  • Unmatched Speed and Bandwidth: Fiber offers the fastest internet available, with virtually unlimited bandwidth capacity.
  • Extremely Low Signal Loss: Signals travel long distances without degradation, ensuring consistent performance.
  • Interference Resistance: Fiber is immune to electromagnetic interference, offering reliability in various environments.

Fiber is the backbone of most modern internet infrastructure, connecting data centers, cell towers, businesses, and homes, often providing the last-mile connection. However, the cost and time required to lay fiber optic cables make it a less viable solution for rural or remote areas, in addition to the disruption caused by the general deployment process.

The Integrated Future of Connectivity

What’s truly exciting about the new world of connectivity is how these technologies complement, rather than compete with, one another.

  • Fiber provides the robust high-speed backbone.
  • 5G enables mobility and last-mile connectivity, especially in urban areas.
  • LEO Satellites fill in the gaps, offering internet access to remote regions that fiber and 5G can’t reach.

This synergy ensures that no matter where you are—whether in a bustling city, a suburban home office, or a rural location—you can stay connected with high-speed and reliable internet access.

A Real-World Example: Overcoming Connectivity Challenges

At Bluewave Technology Group, we’ve witnessed firsthand how these emerging technologies can change the game. Recently, we worked with a client in a major metropolitan area who needed to secure redundant and diverse internet connections for a facility. While the location only had fiber service from a single provider, other providers were willing to install fiber—but at a staggering cost of over $100,000.

Instead, Bluewave Technology Group partnered with a provider to secure a redundant LEO satellite solution, costing just $3,500 for deployment. This is a perfect example of how LEO satellites, once seen as a niche solution, are now becoming a viable, cost-effective alternative for both urban and rural connectivity.

Conclusion: The Future of Connectivity Is Here

The future of connectivity is no longer a distant dream—it’s happening right now. LEO satellites are bringing high-speed internet to remote corners of the globe. 5G is unlocking new possibilities in mobile connectivity, from IoT to real-time applications, like autonomous vehicles. And fiber optic technology remains the powerful backbone that holds it all together.

At Bluewave, we’re excited to be part of this connectivity revolution, helping clients navigate the new world of diverse and redundant connectivity options. Whether you’re in a major city or a rural outpost, the possibilities for seamless, high-speed internet are endless.

Welcome to the new world of connectivity. It’s faster, smarter, and more connected than ever before.

AI Isn’t Just for Tech Giants

Posted on by Bluewave

Contributors:  Martin Gale, Bluewave Solution Architect

AI Isn’t Just for Tech Giants

How One Multi-Location Client Saw Instant ROI

AI adoption is no longer a futuristic concept—it’s happening now, and businesses that hesitate risk falling behind. But for many companies, the biggest hurdle isn’t deciding if they need AI; it’s figuring out where to start. Read on to see why AI isn’t just for tech giants.

That was exactly the challenge for a Bluewave client with 40+ locations. After attending an industry conference, their leadership team realized competitors were already leveraging AI to optimize operations. They knew they needed to act fast—but with so many possible AI use cases, where was the quickest win?

Finding the AI Sweet Spot

Enter Bluewave and Expedient. As a long-time advisor, we helped them pinpoint an immediate AI opportunity that would deliver results fast: their painfully inefficient monthly reporting process.

Every month, store managers spent more than 30 hours gathering data stored across SharePoint folders and compiling reports manually. With 40 locations, that added up to 1,200+ hours per month—just for reporting! Not only was it a huge time drain, but reports were often delayed, frustrating managers and leaving executives without real-time insights.

A Simple AI Fix with Massive Impact

Using Expedient’s Secure AI Gateway, we implemented a SharePoint API Connector to do what AI does best: automate, summarize, and deliver data instantly. No complex AI training, no major process overhaul—just a smart, secure solution that turned hours of manual work into minutes.

The results?

  • 1,200+ hours of manual effort reduced to just 40 hours per month
  • Real-time insights for leadership—no more waiting on reports
  • An AI success story that proved immediate value

AI That Works—Without the Hype

This isn’t about AI replacing people. Rather, it’s about AI eliminating wasteful processes so teams can focus on what truly matters. For this client, what started as a reporting fix is now unlocking more AI-powered efficiencies across the business.

AI adoption doesn’t have to be complicated. Start small. Move fast. See results.

Is your business still trying to figure out where AI fits? Let’s talk. The first win might be right in front of you. Request a consultation with Bluewave today!

Managing Vendor Sprawl: Converging Network and Security Needs

Posted on by Bluewave

Managing Vendor Sprawl: Converging Network and Security Needs

Businesses face increasing challenges in managing their network and security environments. A key concern that continues to grow is managing vendor sprawl. Vendor sprawl is the proliferation of multiple solutions from different vendors, creating complexity and inefficiencies. At the same time, the convergence of networking and security has become an urgent necessity, driven by changing workforce policies and increasing cyber threats.

To explore the challenges of vendor sprawl, we spoke with Matt King, Director of Managed Services at Crown Castle, and Paul Starkey, Director of Technology Supplier Programs at Bluewave Technology Group. They shared valuable insights on the shifting IT landscape, security concerns, and the future of network management.

The Lasting Impact of Pandemic-Driven Changes

The pandemic dramatically altered work environments, introducing a hybrid and remote workforce at an unprecedented scale. Many companies experienced staffing fluctuations, with IT teams being among the hardest hit by budget cuts. Even as organizations stabilize, IT departments remain lean, struggling to keep up with rapid technological changes.

Beyond staffing constraints, the shift to remote and hybrid work environments has created new challenges in network design. Traditional centralized networks are often not optimized for decentralized workforces. Companies must now juggle cloud applications, endpoint security, and identity management in ways that were not necessary in the past. With fewer IT staff available to address these evolving needs, many organizations are forced into a reactionary mode, focusing on immediate needs rather than long-term strategy.

The Growing Security Challenge

Security has become one of the most pressing concerns in this new environment. And organizations are increasingly adopting Zero Trust Network Access (ZTNA) and Security Service Edge (SSE) frameworks to manage security in hybrid and remote environments. However, regulatory changes across industries—from healthcare to finance—add another layer of complexity, requiring new security tools and policies.

Multiple simultaneous challenges such as these directly lead to the problem of vendor sprawl. Companies often find themselves using multiple security tools from different vendors, creating silos of information that are difficult to manage. IT teams now have to navigate multiple interfaces and dashboards while still handling day-to-day security threats. Managing security manually under these conditions is not sustainable, making automation and platform consolidation essential for long-term success.

Addressing Vendor Sprawl and the Need for Convergence

The rise of vendor sprawl has made IT environments more complex, inefficient, and difficult to manage. Organizations are turning to consolidated platforms that integrate networking and security functions into a single interface. These solutions reduce the burden on IT staff, automate responses to security incidents, and enhance overall visibility across an organization’s digital infrastructure.

Additionally, many IT teams are being forced to take on security responsibilities beyond their expertise. Not every company has a Chief Information Security Officer or a dedicated Security Operations Center (SOC), yet IT staff are expected to implement and manage security policies effectively. As a result, this has led to an increased demand for outsourcing security functions to managed service providers (MSPs), leveraging artificial intelligence (AI), and machine learning (ML) to enhance automation.

The Future of Networking and Security

As hiring skilled IT and security professionals becomes more difficult and costly, organizations will continue to prioritize automation and outsourcing. Security threats are becoming more sophisticated, yet many breaches stem from simple human errors. Today, businesses need to implement safeguards that minimize risk while maximizing efficiency.

Network decentralization will also continue as companies move more infrastructure to the cloud. Industries like healthcare, which in many cases, still rely on centralized networks, will be forced to adapt to new compliance regulations. With regulatory pressures increasing and security threats evolving, organizations must take a proactive approach. Those who fail to streamline their vendor landscape and embrace integrated security solutions risk falling behind in a world where agility and resilience are more critical than ever.

Final Thoughts

The convergence of networking and security is no longer optional—it’s a necessity for organizations navigating today’s complex IT landscape. Reducing and managing vendor sprawl, automating security responses, and outsourcing critical functions will be key strategies for businesses. As regulatory changes accelerate, companies that embrace these transformations early will be better positioned to maintain security, compliance, and operational efficiency in the years to come.

Finally, stay connected with Bluewave Technology Group for the latest insights on vendor sprawl and other business challenges.

When Lower is Better: The Future of Low Earth Orbit Internet Services

Posted on by Bluewave

Contributors: Eddie Hooper, Bluewave Solution Architect

Picture this: You’re setting up a new office location in rural Montana, and your team needs reliable, high-speed internet connectivity yesterday. A few years ago, this might have been a months-long headache. Today? Look up – the solution is literally hovering above us. Low Earth Orbit internet service is here.

Here’s a mind-bending fact: two-thirds of all satellites currently orbiting our planet belong to a single company – Starlink. Yes, Elon Musk’s SpaceX has quietly become Earth’s largest satellite operator, and they’re revolutionizing how we think about internet connectivity, especially for businesses in challenging locations.

The “Down-to-Earth” Guide to Low Earth Orbit Satellite Internet

Let’s cut through the space jargon. Low Earth Orbit (LEO) satellites are like friendly neighbors compared to traditional satellites – they hang out just 500-2,000 kilometers away, rather than the distant 35,000 kilometers where conventional satellites reside. This closer proximity isn’t just about being neighborly; it’s about delivering lightning-fast internet that could make your office in the Alaskan wilderness feel as connected as one in downtown Manhattan.

What does this mean for your business? Imagine:

  • Video calls so smooth, you’ll forget your team is scattered across continents
  • Cloud applications running as if your server room was next door
  • Real-time data processing that keeps pace with your business decisions

The Numbers That Matter

When we talk about latency (the time it takes for data to travel), Low Earth Orbit satellites are in a league of their own:

  • LEO satellites: 20-50ms (Quick as a wink)
  • Medium Earth Orbit: 100-200ms (Not too shabby)
  • Geostationary satellites: 500-700ms (Starting to feel that delay)

Starlink: The Space-Age Internet Pioneer

Remember when Elon Musk said, “I want to die on Mars, just not on impact”? That same bold thinking is behind Starlink’s mission to deliver gigabit speeds worldwide. They’re not just launching satellites; they’re launching a connectivity revolution.

As of late 2023, Starlink has become the go-to solution for businesses facing connectivity challenges. Take, for example, a major U.S. retailer (one you probably shop at) that used Starlink to rapidly expand into rural markets. They even keep it as a backup in areas with fiber – because in business, redundancy isn’t just smart, it’s essential.

The Real-World Impact

During the Ukraine conflict, Starlink proved it’s more than just impressive technology – it’s a lifeline. When traditional networks went dark, Starlink kept essential services online, demonstrating why having a space-based internet backup plan isn’t just clever; it’s crucial for business continuity.

The Space Race 2.0: Competition is Heating Up

While Starlink might be the current heavyweight champion, other tech giants aren’t sitting on the sidelines:

  1. Amazon’s Project Kuiper: Jeff Bezos isn’t about to let Elon have all the fun. With plans for 3,000+ low earth orbit satellites and beta testing in 2024, they’re coming in hot.
  2. OneWeb: Think of them as the enterprise specialists, focusing on government and business solutions.
  3. Telesat Lightspeed: They’re targeting the serious business crowd – think maritime operations and government agencies.
  4. AST SpaceMobile: These innovators are dreaming even bigger, working on connecting directly to mobile devices without extra hardware.

Why LEO Matters for Your Business

The FCC recently opened up more radio spectrum for LEO satellites, and that’s like giving these services a whole new lane on the information superhighway. What does this mean for you? Faster speeds, better reliability, and more options for keeping your business connected, no matter where you operate.

The Bottom Line

Whether you’re running operations in remote locations, expanding into new markets, or just want bulletproof business continuity, Low Earth Orbit satellite internet isn’t just another option – it’s increasingly becoming a crucial part of a robust connectivity strategy.

At Bluewave Technology Group, we’ve guided countless businesses through the complexity of modern connectivity solutions. We understand that choosing the right internet service isn’t just about speed and cost – it’s about finding the perfect fit for your unique business needs.

Ready to explore how LEO satellite internet could transform your business connectivity? Let’s talk about your options and find the solution that keeps you ahead of the curve.

Stay connected with Bluewave Technology Group for the latest insights on Low Earth Orbit internet and other business connectivity solutions.

References and Resources for Low Earth Orbit Internet

  1. Starlink Official Website
  2. Amazon Project Kuiper Overview
  3. OneWeb’s Mission and Services
  4. Telesat Lightspeed Network Information
  5. AST SpaceMobile’s Approach to LEO Connectivity
  6. Wired Oct 17, 2024, Starlink to hit Gigabit speeds

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