At the outset of the of Covid-19, EmblemHealth, the state’s largest health insurance provider, faced a crisis of its own: the need to quickly migrate 1,600 in-office contact center agents to a cloud-based CCaaS environment to support work from home. At that time, all the voice infrastructure at the time was legacy TDM services working off a legacy premises-based Genesys system. Lacking the manpower and expertise internally to steer its contact center through this migration, EmblemHealth brought in Cloudlinx to help it select a new CCaaS platform and get that new system stood up as quickly as possible.
The specialists at Cloudlinx rapidly moved to develop detailed process maps and inventory all direct extensions for call center agents and all toll-free numbers for the organization and the needed routing tables. The team was able to complete discovery, run the RFP, and have a vendor selected within 45 days, giving them 30 days to implement the solution ahead of the go-live date. During implementation, there became a concern about patient calls going over VoIP in areas where customer service reps had poor broadband connectivity at their homes. To address this concern, Cloudlinx worked with the outsourced security team to change the firewall settings to allow the calls to move outside the normal Citrix firewall for better MOS scoring on call quality.
By utilizing Cloudlinx, EmblemHealth was able to migrate 1,600 agents to a new WFH environment with 600 toll free numbers successfully repointed, and all the required call routing features mapped with the new CCaaS provider within 75 days. By moving to the new cloud environment, EmblemHealth was able to cut its legacy telecom and usage costs by 58%, while keeping up their call quality and meeting HIPPA standards. Given the volatility of the time and speed of the decision, Cloudlinx negotiated with the new CCaaS vendor to get EmblemHealth a contract with only a 12-month term. Happily, the team at EmblemHealth has been pleased with their selection and remains on that provider years later.