Allscripts Improves Call Quality, ServiceNow Connection, and Innovation with PureCloud

Posted by ConvergeOne on Aug 3, 2021 10:00:00 AM

Healthcare IT vendor Allscripts recently faced a significant and costly upgrade for its operating system environment. At the same time, its premises-based contact center system was up for annual maintenance renewal. Allscripts decided to take the opportunity to simplify contact center operations and move to the cloud—a move that was in line with its general commitment to cloud migration.

Challenges

Allscripts is a global enterprise, with a large concentration of agents in the US and India, and a smaller presence in Canada, Israel, Australia, and Europe. The organization has about 1,300 agents and 200 supervisors worldwide. Concurrent usage was estimated at 800 licenses. Agents also need easy access to ServiceNow data when interacting with customers. To ensure business buy-in, Allscripts required the new cloud solution to be delivered in a phased approach—something that became an additional project challenge when COVID-19 struck during the project.

Solution

Allscripts selected Genesys PureCloud as its solution and ConvergeOne as its solution provider. For Genesys, this would be one of the largest customer migrations from PureConnect premises to PureCloud. ConvergeOne has 30 years of contact center solutions experience and an 8-year technology partnership with Allscripts. “The ConvergeOne team very much understands our business, SLA needs, and team skill levels,” said David Heath, Allscripts Director of Information Technology. “They are well suited to the way we work.”

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Topics: Contact Center, Cloud, Customer Experience, Remote Working