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Contact Center Leaders Say Cloud Platforms Shift More Patient Access Changes From IT Tickets to Operations

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Contact Center Leaders Say Cloud Platforms Shift More Patient Access Changes From IT Tickets to Operations

Contact center leaders from Temple Health and UC San Diego Health, with CTG’s Joseph Esdale, explain what changed after their call centers moved to the cloud. Watch below or on YouTube.

Moving a patient contact center to the cloud gives the operations team that runs it more control over routing, phone menus and reporting, panelists said during a recent healthsystemCIO Webinar. IT, meanwhile, continues to guide integrations, architecture and security. Joe Alfonsi, Assistant VP, Access / Call Center at Temple Health, runs his center on Amazon Connect. So does Kathrina Bidwell, Operations Director, Care Navigation Hub at UC San Diego Health. They were joined by Joseph Esdale, Strategic Solutions Partner at CTG, which sponsored the event and worked on both implementations.

Many legacy on-premises contact center systems connect poorly to other systems and offer only basic call routing, Esdale said. They also make analysis hard. When a senior leader asks how calls changed over the past month, most organizations can’t answer quickly, he said. Instead, they take a straw poll of staff or pull data from back-end systems.

For UC San Diego Health, reliability came first. 999% availability. In healthcare, she said, a contact center cannot tolerate that downtime. The product’s coming end of life also set a hard deadline, which gave her a way to show internal partners why the time had come. 2 million calls a year, Bidwell said.



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