HealthEast

Until recently, HealthEast was saddled with an outdated contact center solution that wasn’t performing properly, and there were challenges with its design and feature/ functionality. In addition, the organization wanted to be better able to access data from its Electronic Health Record (EHR) system, Epic. Historically data stored in EHRs is difficult to read/write to via third-party applications. This is especially the case for contact center and channel applications. This is not the case for HealthEast.

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According to Lou Gallagher, Senior Director of Engineering and Architecture at HealthEast, “Our purchase of the Mitel contact center software was part of a larger strategy around solution delivery to our internal and external customers. Our strategy is to purchase solutions that will let us build an ecosystem for our internal and external customers for accessing data and using a variety of communication channels.”

He added, “We’re building a services oriented architecture that utilizes services and partners, which will allow us to deliver cost effective, high value services to customers, both internal and external.”

HealthEast is taking the role of delivering the last mile to consumers through Mulesoft’s Enterprise Service Bus (ESB) and integrating its EHR health management database.

Goals

Complex healthcare system spanning four hospitals, one long-term and three short-term acute centers, plus 14 clinics and specialty clinics
Outdated Avaya contact center solution not meeting its needs
Needed to access data from Epic via contact center and channel applications

Results

A 20 percent increase in agent productivity based on new design and technology
A 6 percent decrease in Abandon Rates
39 percent to 86 percent increase in SLA’s

“It’s amazing how the agents accepted the technology. The workflow is much more intuitive, and we pop data when they need it so they don’t have to hunt and peck for it.” Lou Gallagher, Senior Director of Engineering and Architecture HealthEast