Voice, digital channels, and patient inquiries operated inside one environment
The contact center is often where patients decide whether the system is working for them or against them. Every touchpoint—from appointments and prior authorizations to billing and prescriptions—affects access, retention, and outcomes.
74% of physicians agree they have become increasingly overwhelmed by patient communication (2025 athenahealth Physician Sentiment Survey)
Customer care plans depend on efficient service and trustworthy information. Communication failures show up later as missed appointments, abandoned treatment plans, and avoidable readmissions.
Every minute agents spend searching for answers is a minute the patient waits. The same goes for clinical and administrative staff handling escalations, callbacks, and chart updates.
An inquiry may draw on EHR, contact center platform, and billing systems during the same call. If those systems can't share context in real time, agents have to repeat steps, while patients have to repeat themselves.
Cisco and Webex Contact Center integrate with the CRM and healthcare systems your teams rely on, including Salesforce, Microsoft Dynamics, ServiceNow, and Epic.
Result: Patient context moves with the interaction
Phone, email, chat, messaging, and self-service work from one view of the patient and the case. A conversation that starts in one channel continues in another with the same context intact.
Result: Context carries across every channel the patient uses
PHI protection, audit trails, recording, retention, and access controls operate consistently across voice and digital interactions. The same controls cover every channel the contact center supports.
Result: One control environment covers every channel
Implementation proceeds in stages that fit your current clinical and administrative workflows. Each phase respects contractual obligations and the operational realities of running service while change is underway.
Result: Modernization moves forward while the operation keeps running
Working with Bucher + Suter, Mercalis deployed b+s Connects to handle automatic routing based on caller phone number and open case status, real-time context sharing across agents during transfers, and a streamlined agent interface inside Salesforce. Frost & Sullivan documented the results:
• 95% decrease in avg. speed of answer
• 25% decrease in handle time in within the first year
• First-call resolution improvement across pharmaceutical support workflows
