The challenge

Netgain’s mission is to improve the patient experience by managing the IT operations of healthcare providers nationwide. Time is of the essence, and it is crucial issues are handled on the first call. Netgain strives to provide exceptional client service, and their legacy phone system was not meeting their high standards. Analysts found they were spending unnecessary time gathering information as to who was calling, adding precious seconds to each call.

Our solution

Avtex, a TTEC Digital company, helped Netgain implement a totally new contact center solution that provided vital features and functionality their old system couldn't match. The new solution offered multichannel access, total contact management, and quality monitoring, enabling Netgain to ensure that each customer interaction was efficient and effective.

The results

Since partnering with Avtex, Netgain has seen a significant decrease in call time as well as a significant increase in customer and agent satisfaction. The added features and functionality provided by Netgain's new contact center platform enables the organization to serve customers faster, more effectively and more accurately.