Contact Center Modernization

Improve contact center efficiency and ROI through automation

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Call center automation is beneficial in advancing patient access and satisfaction. While call centers are often viewed as inefficient uses of labor and can be laggards in automation technology adoption, strategically deploying new capabilities made possible by recent developments in AI can improve performance across many metrics. 

Value Delivered

Reduced labor spend

through automation and modernization

Leveraged processes and technology

to build sustainable, long-term improvements

Maximized AI capabilities and automation

for enhanced efficiency

How We Deliver Value

Impact Advisors’ healthcare contact center solutions address unique client challenges to set your organization up for long-term success. Our experts’ strategic planning and vision setting help you build off of your current healthcare contact automation and AI competencies, whether you are just getting started on your journey or already have the infrastructure for driving adoption.

Planning
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  • Contact Center Modernization Strategy & Roadmap Definition
  • Contact Center Operating Model & Governance
  • Requirements Analysis & Vendor Selection
  • Value / Benefit Realization Framework
  • Technical Blueprint / Functional Architecture
  • CX, CRM, IVR, and WFM Application Rationalization / Selection
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  • Modernization Program Management & Implementation
  • CX, CRM, IVR, WFM Implementation Support
  • Innovation & Partnership Development
  • Cloud Analysis & Transformation
  • Command Center Creation
  • Integrated Patient Communication Platform Implementation
  • Contact Center Data Tracking and Reporting
  • Contact Center Interim Leadership
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  • Digital Roadmap Refresh
  • Education Workshops
  • Implementation at Scale
  • Policy & Regulatory

Strong Stories.

Detailed Experiences.

Case Studies.

Impact Advisors helped a large Midwest health system transform their call center operations using AI. We established a vision and path to vet, implement, and optimize four interconnected software products from a mix of vendors, each featuring the latest AI capabilities available. This eliminated reliance on outsourced call center staff, minimized overtime use, reduced staff turnover, and decreased the need for live agents. Call center staff are now more satisfied and more productive.

$215K per month

in Labor Savings

Our Leaders

Hartweg 1

Jeff Hartweg – Vice President

Jeff is a strategic and results-driven technology executive with a proven track record in leading digital transformation across financial services and healthcare. Some of his areas of expertise include cloud innovation (AWS Connect), digital transformation, financial management, technology strategy, cost optimization, Robotic Process Automation, and workforce management.

Anil Thyagarajan E1664376749679

Anil Thyagarajan – Digital Health Practice Lead

Anil is a seasoned healthcare technology professional with over 16 years of technology and management consulting experience. Areas of expertise include digital health, analytics and IT strategic planning, business case and cost model development, healthcare analytics and technology assessment, strategic roadmap development, and operational and technical knowledge of healthcare systems and processes.

Insights

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Realizing Tangible AI Value in a Competitive Healthcare Market: Call Centers Emerge as a Transformative Use Case for Healthcare

AI/Artificial Intelligence, Contact Center

Ready to join the team?
Start making ¬
your impact today!

If you are passionate about improving healthcare, we’d like to know you. Check out our current list of openings or talk to one of our recruiters.

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