Company Profile

A Non-Emergency Medical Transportation (NEMT) company is a leading provider of transportation services for patients who require non-emergency medical care. With 10 contact centers and over 1200 agents, the company is dedicated to delivering safe and reliable transportation solutions to its customers.

NEMT Saves 40% Moving to CCaaS
NEMT Saves 40% Moving to CCaaS
NEMT Saves 40% Moving to CCaaS
NEMT Saves 40% Moving to CCaaS


The NEMT company faced several challenges with its existing contact center infrastructure, which comprised a legacy hybrid premise/cloud-based platform. The system was becoming increasingly costly to maintain and lacked the scalability and flexibility required to support the company’s growing operations. Furthermore, the COVID-19 pandemic highlighted the need for a remote work environment, which the current system could not efficiently accommodate.


Recognizing the need for a comprehensive transformation, the NEMT company sought assistance to migrate from its legacy infrastructure to a fully cloud-based Contact Center as a Service (CCaaS) solution. They partnered with Bluewave to advise and assist them throughout the process.

The solution encompassed the following key elements:


The transformation initiative resulted in significant benefits for the company:

Annual Operations Cost Savings

The migration to a fully cloud-based CCaaS solution led to over $800,000 in annual operations cost savings. The company’s expenses were reduced from $2,015,120 to $1,192,600 per year, resulting in a remarkable 40.5% decrease.

Work-from-Home Integration

Prior to the COVID-19 pandemic, only 5% of agents were working remotely. However, with the new cloud-based solution, the company achieved a remarkable increase, with 90% of agents successfully transitioning to a work-from-home setup. This change allowed the company to adapt quickly to the pandemic’s challenges while maintaining service levels.

Improved Efficiency and Customer Experience

The integration of line-of-business applications and operational optimization led to improved agent productivity and enhanced customer experiences. The company achieved higher first-call resolution rates, reduced call handling times, and increased customer satisfaction scores.

Future-Proof Technology

By adopting a fully cloud-based CCaaS solution, the NEMT established a future-ready foundation for integrating new technology solutions. The implementation of Conversational AI and Virtual IVA resulted in substantial labor reduction, estimated to save over $1 million annually.

Other Case Studies

Bluewave Technology Group

Cloud-Powered Contact Center Transformation for Healthcare Receivables Company

This healthcare receivables client had an outdated premise contact center platform that hampered their ability...

Bluewave Technology Group

Transforming Contact Center Operations for a Regional Bank

The bank wanted to choose a contact center solution that optimized their member experience, exceeded...

Bluewave Technology Group

Regional Healthcare System Optimizes Telecom and Moves to CCaaS

With 11 hospitals, multiple medical centers, and hundreds of practice locations, this regional healthcare system...