Cloud-Powered Contact Center Transformation for Healthcare Receivables Company

Bluewave had to accomplish four goals:

1. Confirm that a migration to a cloud-based contact center platform could be completed while maintaining all critical operations
2. Accomplish new technology purchase and the migration with a neutral technology spend by whatever means
3. Hear all 13 key project stakeholders, incorporate their needs and use cases into a cohesive strategy
4. Meet tight timelines and accelerate the outcomes through a well-executed process and by augmenting internal teams

Bluewave initiated a comprehensive CX assessment. This began with a series of stakeholder interviews, which served as the foundation for understanding the technical needs and strategic goals of the organization and various departments. Key stakeholders from all levels of CX Operations were engaged, enabling a holistic perspective to inform the transformation process.

Through interviews and KPI analysis, Bluewave pinpointed areas where alignment between objectives and current capabilities could be optimized. A deep dive into the technical needs and feature requirements of the organization was conducted to ascertain the precise technology solutions needed to address their challenges effectively. It was clear that they needed to invest in more technology, expand self-service operations, increase analytics, and improve agent assist capabilities.

Bluewave vetted numerous provider solutions to ensure that the chosen platform aligned seamlessly with their requirements and goals. This meticulous approach formed the bedrock of the strategy devised by Bluewave to guide them toward a future of improved reliability, reduced downtime, enhanced revenue generation, and more efficient operations.

The analysis of their operations revealed several critical areas that required immediate attention. First, there were platform and data reliability issues that hindered visibility of agent performance and voice of customer. This lack of insight hindered the ability to make informed decisions and optimize customer interactions effectively. Moreover, the existing technology stack was limited in its ability to support essential elements such as automation, performance improvement, and self-service capabilities, which are increasingly vital in the modern collections industry.

However, the challenges also presented significant opportunities. Our client had the potential to dramatically improve operational efficiencies, increase collections revenue results, and reduce overall operating expenses through strategic technological enhancements. To capitalize on these opportunities, it was recommended that they deploy a fully integrated stack of cloud-based contact center services, replacing the legacy contact center. This would facilitate seamless integration with critical workflows and existing applications, ensuring a cohesive and efficient operational environment.