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2 minute read
The Brief: Mercalis, a prominent partner in life sciences, has teamed up with Webex to transform its customer experience strategy. With 1,000 agents managing over 400,000 monthly calls, Mercalis sought to modernize its operations, especially during high-demand periods. The collaboration brings Webex Contact Center and Webex Connect into Mercalis’ contact center, introducing AI-driven tools and omnichannel capabilities to improve patient and provider engagement.
Transitioning from an on-premises solution to Webex’s cloud-based platform enables Mercalis to access features such as Control Hub, Cisco AI Assistant, and integrated AI analytics to streamline workflows, enhance service delivery, and support agents more effectively.
Source: WebexWebex and Mercalis Introduce New Innovation for Customer Experience
Analyst Perspective: Mercalis’s adoption of Webex’s solutions integrates AI-driven features like generative AI for conversation summaries, topic analytics, and customer sentiment tracking. These tools enable agents to resolve issues faster while reducing the need for repetitive inquiries, significantly improving patient and provider interactions.
Webex Connect’s CPaaS capabilities expand Mercalis’s reach beyond traditional voice channels, introducing outbound SMS and other digital communication methods. This omnichannel approach aligns with modern customer preferences, ensuring that patients and providers receive timely and personalized assistance.
The transition to a cloud-based infrastructure also enhances scalability and reliability during peak periods, such as re-enrollment cycles. With centralized management tools, supervisors can oversee agent performance, implement training as needed, and monitor system functionality more effectively.
Modernizing Contact Center Operations
Mercalis’s decision to migrate from an on-premises contact center solution to Webex Contact Center was motivated by the need for greater flexibility and innovation. Through adopting a cloud-based platform, the company gains access to advanced AI features and a unified interface for agents and supervisors. Tools such as Control Hub enable real-time performance tracking and simplified system management, providing technical teams with greater oversight and efficiency.
The peak call season around re-enrollment periods often doubles call volumes, highlighting the importance of a reliable system. Webex’s solution introduces conversational AI and improved self-service options, reducing wait times and enhancing customer satisfaction. The integration aligns with Mercalis’s goals to simplify workflows, support agents, and improve service delivery.
Embracing Omnichannel Engagement
Recognizing the need for expanded communication channels, Mercalis integrated Webex Connect into its contact center strategy. This CPaaS solution allows for seamless transitions between voice and digital interactions, enabling proactive engagement through outbound SMS and digital wallet capabilities.
The combination of Webex Connect and Webex Contact Center provides Mercalis with visibility across the customer journey, empowering agents to deliver personalized experiences. Additionally, integrated AI tools streamline workflows, making it easier for agents to manage complex interactions. These advancements ensure Mercalis remains adaptable to changing customer needs while maintaining its focus on patient support.
Source: WebexLeveraging AI-Powered Tools for Customer and Agent Support
The integration of Cisco AI Assistant introduces transformative capabilities, such as generative AI for conversation summaries and topic analytics. These features help agents quickly understand customer needs, reducing repetition and improving resolution times.
For supervisors, the AI Assistant offers tools to monitor agent wellbeing, identifying signs of burnout and suggesting timely interventions. This dual focus on customer satisfaction and employee support ensures that Mercalis can deliver exceptional service while maintaining a healthy work environment for its teams.
The platform’s data-driven insights also provide life sciences partners with actionable trends, enabling them to refine service offerings and support patient care more effectively.
Addressing Challenges and Unlocking Opportunities in Customer Experience
The collaboration between Webex and Mercalis demonstrates a shared commitment to advancing customer experience through technology. Through integrating Webex Contact Center and Webex Connect, Mercalis addresses pain points like high call volumes, fragmented communication channels, and agent fatigue. These solutions offer benefits to patients, healthcare providers, and life sciences partners, delivering personalized, data-driven support.
However, challenges such as training employees on new tools and ensuring seamless system integration remain. To overcome these hurdles, Mercalis is employing phased rollouts and providing robust training resources.
With a strong portfolio of AI-powered tools and cloud-based scalability, Webex positions Mercalis to redefine customer engagement in life sciences, unlocking opportunities for better outcomes across the healthcare ecosystem.
