ChallengeHow to provide reliable UCaaS solutions — one that could also align with a company-wide shift to Google, which centred around the use of G Suite productivity apps, Chromebook and Android support.
SolutionOmnichannel Contact Centre, G Suite Integration, Communications APIs
ResultsMedXM now uses a unique combination of Vonage collaboration-enhancing cloud solutions, productivity-boosting integrations, an enterprise-grade contact centre solution, and contextual communications that has redefined how they communicate with members in real time.
Finding the Perfect Communications Partner
With a 5,000-person medical staff and growing network of health plan partners and members nationwide, effective communication is vital to MedXM’s ability to provide preventative care.
Company leaders searched for a communications partner that could not only provide reliable UCaaS solutions, but one that could also align with their company-wide shift to Google, which centered around the use of G Suite™ productivity apps, Chromebooks and Android support. They were also looking for a seamlessly scalable Google-centric contact centre solution that could help them deliver mobile support options to members and productivity-boosting tools to inhouse customer service teams.
Having built their business on service and technology, MedXM additionally sought new and efficient ways to provide wellness advice to members from virtually anywhere.
Vonage Ticked all the Boxes for MedXM
MedXM chose Vonage® for its unique combination of collaboration-enhancing cloud solutions, productivity-boosting integrations, an enterprise-grade contact centre solution and contextual communications that redefine how they communicate with members in real time. Vonage’s opportunity to partner with MedXM was facilitated through mutual Google partner, UpCurve Cloud.
Maximising Day-to-Day Operations. The Vonage for G Suite™ integration helps MedXM employees optimise workflows with features like click-to-call and contact sync, which connect their business phone activity to Gmail® and other G Suite tools seamlessly. The intuitive user interface and ability to scale easily help MedXM leaders save on IT support costs and capital expenses.
Providing Support Across All Channels. Vonage’s advanced contact centre solution will help MedXM create a Google-centric contact centre environment in which members can not only call but also text, email and chat with agents. This solution saves time and frustration for both members and agents by providing seamless ways for agents to connect via Chromebook or headset and skills-based routing for a more personalised customer experience.
Helping Members When They Need It Most. Using Vonage Comunications APIs, MedXM helps members stay up to date on the care and medication they need by sending them automatic text reminders for appointments and prescription refills. They also offer an automated medication delivery service and real-time connections that facilitate in-home physician visits within an hour for members that need urgent care.