The Arkansas Foundation for Medical Care (AFMC) is a nonprofit organization that improves the quality of healthcare, and they had a common but serious issue—older on-premises customer contact center systems that limited ease of use, responsiveness, and customer service. BluIP & NICE Partner with AFMC to Streamline Operations and Improve Communication. In partnership with BluIP and NICE, AFMC moved to a modern cloud communication platform that modernizes operations while enhancing its ability to support Medicaid recipients and healthcare providers.
In this case study, we delve into the details of this collaboration, uncovering the tools we used to repurpose with minimal effort, and how we enabled other site-wide features with a strong ROI.
Challenges Faced by AFMC
There were multiple operational challenges with AFMC’s legacy contact center systems:
Scalability Problems: The on-premises setup was fixed, failing to adapt to changing call volumes efficiently during peak periods.
License Management Challenge: Again, modifications were time-consuming and at the vendor’s mercy.
Operational Overhead: Prolific system maintenance was an intensive manpower operation requiring specialized expertise, adding costs.
Integration Challenges: Poor interoperability across diverse systems led to inefficiencies and data silos.
The Challenges: Data-based reporting and analytics were manual and provided limited real-time visibility.
The organization required a future-ready solution to overcome these challenges while enhancing operational efficiency and scalability.
AFMC’s Challenge
AFMC struggled with outdated on-premises contact center systems that lacked scalability, efficiency, and seamless integration.
NICE + BluIP’s Solution
Together, BluIP and NICE implemented an integrated UCaaS + cloud-based contact center platform powered by AI, automation, and real-time analytics to streamline operations and enhance customer interactions.
Results
The transformation improved scalability, reduced operational overhead, and enhanced customer satisfaction through advanced analytics and omnichannel support.
A Unified Solution: BluIP and NICE
To do that, BluIP and NICE built an integrated, cloud-based communication platform specifically for the agency. The solution included key components:
- BlueIP’s Cloud UCaaS: A full-featured suite of voice, video, messaging, and collaboration tools for secure and scalable communication.
- NICE CXone: A comprehensive customer experience platform that combines AI, automation, and analytics to enhance contact center efficiency. Features included:
- Omnichannel functions (voice, SMS, net chat, social media)
- Employee engagement management
- Real-time analytics and reporting
Implementation Strategy
The migration was gradual, to avoid disruption and facilitate a seamless transition:
- Phase 1: Assessment & Planning
- Performed an in-depth analysis of current equipment and pointed out discrepancies.
- Phase 2: Pilot Deployment
- Piloted the solution in select departments to obtain a better idea of functionality.
- Phase 3: Full Implementation
- Deployed the system group-wide and maintained continuity.
- Phase 4: Training and Support
- Provided customized in-service training and continuing education for staff.
- Provided customized in-service training and continuing education for staff.
Before diving into the Results and Benefits section, we invite you to watch an insightful discussion featuring Nathan Ray, AFMC’s representative, and Joseph Hernandez, VP of Channel Sales from BluIP. In this conversation, they explore the challenges faced by AFMC with their legacy systems and the transformative journey they embarked on with BluIP and NICE. Their insights shed light on the collaboration that has significantly improved communication and operational efficiency within the organization.
Results and Benefits
he work with BluIP and NICE resulted in transformative outcomes:
- Improved Scalability: The AFMC contact center also allowed for dynamic scaling to accommodate fluctuations in call volumes, ensuring uninterrupted service during peak times.
- Refined Operations: Staff could focus on the right things due to simplified license management and less operational overhead.
- Enhanced Customer Satisfaction: Automation and omnichannel capabilities lowered call abandonment rates and provided timely support for Medicaid recipients.
“This transformation has streamlined and improved our operational efficiencies and has increased our ability to address the needs of Medicaid recipients immediately,” said Nathan Ray, AFMC. The articulation advanced analytics and reporting tools have been especially impactful.”
Why Choose BluIP and NICE?
BluIP and NICE bring unparalleled knowledge of unified communications and contact center solutions. Their partnership underscores the potential of harnessing sophisticated cloud-based technologies to solve vital communication concerns within the healthcare sector. Key differentiators include:
- Scalable Solutions: It is made to grow with the organizational requirements.
- Automation Powered by AI: Improves efficiency and work processes.
- Seamless Integration: Ensures system interoperability for optimal performance.
- Custom-tailored Support: Industry-specific support to ensure a smooth transition.
Conclusion
The successful implementation of the BluIP and NICE cloud-based platform underlines how modern communication technologies have the potential to transform the healthcare sector. The organization has built an innovative contact center that offers high scalability, operational efficiency, and customer satisfaction, setting a standard for others in the healthcare industry looking to modernize their contact centers.
Contact us today for more information on how BluIP and NICE can transform your organization’s communication strategy.
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