Delivering Better CX to Patients at Gonzaba Medical Group

Gonzaba Medical Group (GMG) had a problem. Patients of the healthcare provider, which has delivered comprehensive services in the San Antonio region for over 60 years, had to wait on hold for extended periods of time when they needed assistance. GMG also had challenges with its on premises legacy system and wanted to improve the efficiency of its contact center operations.

Committed to the health of the senior residents of the community, GMG was searching for the best solution to move to the cloud and support its evolving contact center needs.

Read the case study to learn how Gonzaba Medical Group:

• Dramatically reduced the time patients have to wait on hold
• Utilized two-way texting for appointment reminders
• Leveraged workforce optimization to improve agent efficiency and reduce staffing requirements by 20%
• Used skills-based routing to connect patients with bilingual agents