MedStar Health

How Webex helped MedStar Health boost call center metrics.

MedStar Health has partnered with Cisco since the pandemic, improving agent flexibility and customer satisfaction with Webex.

Contents

Challenge

An outdated phone system and high call volumes made it difficult to manage patient inquiries.

Solution

MedStar Health implemented Webex Contact Center to centralize operations, enable remote work, and provide a more customizable platform.

Results

MedStar Health reduced average handle and wait times, leading to higher patient and agent satisfaction.

Read Full Story

Webex increases flexibility and efficiency at MedStar Health.

Enabling efficiency

Webex allowed MedStar Health to serve its community more efficiently.

Scaling operations

Thanks to Webex, agents can handle high call volumes.

Working with Cisco

Cisco enabled quick adoption of Webex when a rapid transition was paramount.

Increased call volume — reduced average handle time.

Webex Calling

Webex Messaging

Cisco AI Assistant

We had to move 4,000 people home who had not previously worked from home before … Cisco gave [us] the opportunity to do that quickly. Overnight, really.

Kristina Russell, Vice President of IS Operations at MedStar Health

[Webex saves] 20 seconds of handle time per call on a three-minute call.

Kristina Russell, Vice President of IS Operations at MedStar Health

Webex Contact Center really is the core of our patient access strategy. It has enabled us to increase patient access and to centralize.

Kristina Russell, Vice President of IS Operations at MedStar Health

1/3

How Webex helped MedStar Health boost call center metrics.

Increased call volume — reduced average handle time.

Utilizing Webex enabled MedStar Health to increase flexibility and efficiency.