In today’s hyper-competitive world, companies need to leverage every square inch of the customer service landscape in order to differentiate themselves from their competitors. While price is traditionally the first decision-point for a potential buyer, top-quality customer experience has risen to the top of consumers’ priorities when deciding whom to do business with.
Changing your contact center solution to embrace customer experience may seem like an odyssey filled with pitfalls and obstacles. When Michael Zurat joined Cognosante as Director of Engagement Solutions in 2015 he embarked on this very journey. For almost 30 years, Cognosante has dedicated itself to transforming the U.S. healthcare system through its leading operations services. The Virginia-based company helps state and federal agencies throughout the country launch and maintain customer service programs. At the heart of the company’s objectives is its dedication to providing clients the highest quality, most e cient customer service operations possible. To achieve this, the company relies on Talkdesk to ensure customer inquiries are handled the moment they are received.
To learn firsthand how Michael successfully improved their customer experience with Talkdesk’s enterprise Talkdesk’s Senior Director of Product Marketing, Janice Rapp, interviewed Michael on a live webinar to discuss how Cognosante quickly deployed their Talkdesk contact center platform that facilitated HIPAA and FedRAMP compliance for partnerships with government healthcare programs.
To start, “our CTO challenged me and said, ‘We want a cloud-based solution, with industry-leading features, that meets (our) requirements, that we can deliver quickly to our users in four locations across the country for less than we are spending now. And, integrate it with our CRM, while you’re at it,’” said Michael.
Cognosante was able to fully implement the Enterprise Contact Platform in two days across four separate U.S. contact centers, while leveraging customer call recording storage to maintain control over compliance and security requirements. Results included:
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When asked how Cognosante was able to achieve such phenomenal results, Zurat listed several keys to success:
Additionally, Cognosante leveraged Talkdesk’s AppConnect partner TalkIQ to implement voice analytics to better understand, track and improve customer sentiment.
With Talkdesk’s enterprise platform is a cloud-based platform that streamlined the implementation process and Cognosante’s deep understanding of that their government customers needed, the two companies brought the foresight and preparation that enabled rapid two-day implementation, secure operations and unparalleled customer experience.
To learn more about Cognosante’s success using the Talkdesk platform, including before and after results, click the button below to watch the full webinar.