AdvancedMD swaps multi-vendor complexity for a single solution from 8x8

Business Phone Contact Center Healthcare

AdvancedMD supports independent physicians with a comprehensive suite of cloud software solutions. Their clients manage higher patient volumes with improved productivity and financial outcomes. The company confronts the combined challenges of a competitive software industry and complex privacy regulations. They realized their multiple-vendor phone system was hazardous to the company’s health.

"It’s a time saver, and 8x8 is continuously updated with the latest features and security, which we didn’t get from the other vendors."

Kate Boyle, Manager of Corporate IT, AdvancedMD

"It’s a time saver, and 8x8 is continuously updated with the latest features and security, which we didn’t get from the other vendors."

Kate Boyle, Manager of Corporate IT, AdvancedMD

"It’s a time saver, and 8x8 is continuously updated with the latest features and security, which we didn’t get from the other vendors."

Kate Boyle, Manager of Corporate IT, AdvancedMD

"It’s a time saver, and 8x8 is continuously updated with the latest features and security, which we didn’t get from the other vendors."

Kate Boyle, Manager of Corporate IT, AdvancedMD

The Challenge: Escape the multi-vendor spaghetti

“There was a lot of finger pointing,” recalls Kate Boyle, Manager of Corporate IT. “Our phone system involved three vendors and they didn’t want to work together.”

AdvancedMD had successfully evolved its own software products to the cloud, but it wasn’t 100% there yet, because its legacy phones still depended on servers at the office. Remote agents and staff had to use a VPN. Customers noticed the VPN’s poor call quality.

“The VPN was just not a good experience for our staff or clients,” Boyle says. “And we weren’t getting the reporting we needed for agent coaching.” To diagnose CX problems, managers exported tables of call statistics to a UNIX server and then formatted them for analysis. It was a hassle, and often too late to be of much help.

There were other sore points. “The contact center menu tree was like a bowl of spaghetti,” Boyle says. “Callers had to be transferred and reenter account numbers multiple times. The first two minutes of each call were spent listening to customers complain about how long it took to reach an agent.”

Meanwhile, the office phone vendor was phasing out support for its software. Without updates, it could go down or become a security compliance risk. “The number one challenge in this business is patient privacy and keeping data secure at all times,” Boyle says. It was time for a change.

AdvancedMD supports independent physicians with a comprehensive suite of cloud software solutions. The company confronts the combined challenges of a competitive software industry and complex privacy regulations. They realized their multiple-vendor phone system was hazardous to the company’s health. They wanted a single platform: a contact center that would integrate with the office phone system. They found it with 8x8’s eXperience Communications Platform.

"We went looking for a single platform: a contact center that would integrate with the office phone system. We wanted one solution, period."

Kate Boyle, Manager of Corporate IT, AdvancedMD

The Solution: 8x8 Platform

AdvancedMD reached out to MicroAge Senior Field Account Executive Schan Krug and MicroAge Communications Department Manager Rob Cook for advice. MicroAge recommended the 8x8 Platform as the right unified communications and contact center prescription.

The 8x8 platform deployment model erases the boundary between contact center and unified communications users to enable fluid collaboration. And 8x8 is third-party certified as being a Health Insurance Portability and Accountability Act (HIPAA) compliant business associate. In fact, it’s one of the only major cloud communications providers that openly offers business associate agreements to help customers comply with HIPAA requirements.

Understandably, AdvancedMD was still uneasy about replacing all three legacy vendors at once. After approving a proof of concept, the company implemented 8x8 in gradual steps. “We love having weekly meetings with our dedicated 8x8 support rep to get status updates and training,” Boyle says. “That's been extremely helpful.”

They saved thousands right away because they were moving into a new building. With 8x8 they could eliminate desk phones and cut cabling costs in half for almost 1,000 cubicles. And they now communicate without the troublesome VPN.

The Results: Healthy CX

“We can hear that the call quality is much clearer,” Boyle says. “Employees love not being on the VPN. Customers do notice the difference.”

NetSuite is integrated with 8x8, so inbound contacts come with a screen pop of customer information –making life easier for clients and agents.

To measure proficiency, 8x8 provides robust reporting. AdvancedMD’s contact center displays real-time metrics like call handle times and wait times on wallboards. They use the data and call recordings for coaching to improve agent performance and boost customer satisfaction.

AdvancedMD is improving team collaboration with 8x8’s single platform. Before 8x8, agents couldn’t add subject matter experts into customer calls, or even transfer to them. With 8x8, agents can resolve customer issues on the first call. “Now it’s seamless and much easier to collaborate,” Boyle says.

Administration is easier, too. Instead of waiting two months for new phone numbers, AdvancedMD can use the 8x8 portal to assign them instantly. “It’s a time saver,” Boyle says, “and 8x8 is continuously updated with the latest features and security, which we didn’t get from the other vendors.”

Above all, AdvancedMD has completed its cloud strategy with 8x8. “We had a goal to get rid of our on-premises equipment and move everything to the cloud,” Boyle says. “With 8x8, now we can assure our customers that we’re 100% in the cloud.”

The Solution: 8x8 Platform

AdvancedMD reached out to MicroAge Senior Field Account Executive Schan Krug and MicroAge Communications Department Manager Rob Cook for advice. MicroAge recommended the 8x8 Platform as the right unified communications and contact center prescription.

The 8x8 platform deployment model erases the boundary between contact center and unified communications users to enable fluid collaboration. And 8x8 is third-party certified as being a Health Insurance Portability and Accountability Act (HIPAA) compliant business associate. In fact, it’s one of the only major cloud communications providers that openly offers business associate agreements to help customers comply with HIPAA requirements.

Understandably, AdvancedMD was still uneasy about replacing all three legacy vendors at once. After approving a proof of concept, the company implemented 8x8 in gradual steps. “We love having weekly meetings with our dedicated 8x8 support rep to get status updates and training,” Boyle says. “That's been extremely helpful.”

They saved thousands right away because they were moving into a new building. With 8x8 they could eliminate desk phones and cut cabling costs in half for almost 1,000 cubicles. And they now communicate without the troublesome VPN.

The Results: Healthy CX

“We can hear that the call quality is much clearer,” Boyle says. “Employees love not being on the VPN. Customers do notice the difference.”

NetSuite is integrated with 8x8, so inbound contacts come with a screen pop of customer information –making life easier for clients and agents.

To measure proficiency, 8x8 provides robust reporting. AdvancedMD’s contact center displays real-time metrics like call handle times and wait times on wallboards. They use the data and call recordings for coaching to improve agent performance and boost customer satisfaction.

AdvancedMD is improving team collaboration with 8x8’s single platform. Before 8x8, agents couldn’t add subject matter experts into customer calls, or even transfer to them. With 8x8, agents can resolve customer issues on the first call. “Now it’s seamless and much easier to collaborate,” Boyle says.

Administration is easier, too. Instead of waiting two months for new phone numbers, AdvancedMD can use the 8x8 portal to assign them instantly. “It’s a time saver,” Boyle says, “and 8x8 is continuously updated with the latest features and security, which we didn’t get from the other vendors.”

Above all, AdvancedMD has completed its cloud strategy with 8x8. “We had a goal to get rid of our on-premises equipment and move everything to the cloud,” Boyle says. “With 8x8, now we can assure our customers that we’re 100% in the cloud.”

The Solution: 8x8 Platform

AdvancedMD reached out to MicroAge Senior Field Account Executive Schan Krug and MicroAge Communications Department Manager Rob Cook for advice. MicroAge recommended the 8x8 Platform as the right unified communications and contact center prescription.

The 8x8 platform deployment model erases the boundary between contact center and unified communications users to enable fluid collaboration. And 8x8 is third-party certified as being a Health Insurance Portability and Accountability Act (HIPAA) compliant business associate. In fact, it’s one of the only major cloud communications providers that openly offers business associate agreements to help customers comply with HIPAA requirements.

Understandably, AdvancedMD was still uneasy about replacing all three legacy vendors at once. After approving a proof of concept, the company implemented 8x8 in gradual steps. “We love having weekly meetings with our dedicated 8x8 support rep to get status updates and training,” Boyle says. “That's been extremely helpful.”

They saved thousands right away because they were moving into a new building. With 8x8 they could eliminate desk phones and cut cabling costs in half for almost 1,000 cubicles. And they now communicate without the troublesome VPN.

The Results: Healthy CX

“We can hear that the call quality is much clearer,” Boyle says. “Employees love not being on the VPN. Customers do notice the difference.”

NetSuite is integrated with 8x8, so inbound contacts come with a screen pop of customer information –making life easier for clients and agents.

To measure proficiency, 8x8 provides robust reporting. AdvancedMD’s contact center displays real-time metrics like call handle times and wait times on wallboards. They use the data and call recordings for coaching to improve agent performance and boost customer satisfaction.

AdvancedMD is improving team collaboration with 8x8’s single platform. Before 8x8, agents couldn’t add subject matter experts into customer calls, or even transfer to them. With 8x8, agents can resolve customer issues on the first call. “Now it’s seamless and much easier to collaborate,” Boyle says.

Administration is easier, too. Instead of waiting two months for new phone numbers, AdvancedMD can use the 8x8 portal to assign them instantly. “It’s a time saver,” Boyle says, “and 8x8 is continuously updated with the latest features and security, which we didn’t get from the other vendors.”

Above all, AdvancedMD has completed its cloud strategy with 8x8. “We had a goal to get rid of our on-premises equipment and move everything to the cloud,” Boyle says. “With 8x8, now we can assure our customers that we’re 100% in the cloud.”

The Solution: 8x8 Platform

AdvancedMD reached out to MicroAge Senior Field Account Executive Schan Krug and MicroAge Communications Department Manager Rob Cook for advice. MicroAge recommended the 8x8 Platform as the right unified communications and contact center prescription.

The 8x8 platform deployment model erases the boundary between contact center and unified communications users to enable fluid collaboration. And 8x8 is third-party certified as being a Health Insurance Portability and Accountability Act (HIPAA) compliant business associate. In fact, it’s one of the only major cloud communications providers that openly offers business associate agreements to help customers comply with HIPAA requirements.

Understandably, AdvancedMD was still uneasy about replacing all three legacy vendors at once. After approving a proof of concept, the company implemented 8x8 in gradual steps. “We love having weekly meetings with our dedicated 8x8 support rep to get status updates and training,” Boyle says. “That's been extremely helpful.”

They saved thousands right away because they were moving into a new building. With 8x8 they could eliminate desk phones and cut cabling costs in half for almost 1,000 cubicles. And they now communicate without the troublesome VPN.

The Results: Healthy CX

“We can hear that the call quality is much clearer,” Boyle says. “Employees love not being on the VPN. Customers do notice the difference.”

NetSuite is integrated with 8x8, so inbound contacts come with a screen pop of customer information –making life easier for clients and agents.

To measure proficiency, 8x8 provides robust reporting. AdvancedMD’s contact center displays real-time metrics like call handle times and wait times on wallboards. They use the data and call recordings for coaching to improve agent performance and boost customer satisfaction.

AdvancedMD is improving team collaboration with 8x8’s single platform. Before 8x8, agents couldn’t add subject matter experts into customer calls, or even transfer to them. With 8x8, agents can resolve customer issues on the first call. “Now it’s seamless and much easier to collaborate,” Boyle says.

Administration is easier, too. Instead of waiting two months for new phone numbers, AdvancedMD can use the 8x8 portal to assign them instantly. “It’s a time saver,” Boyle says, “and 8x8 is continuously updated with the latest features and security, which we didn’t get from the other vendors.”

Above all, AdvancedMD has completed its cloud strategy with 8x8. “We had a goal to get rid of our on-premises equipment and move everything to the cloud,” Boyle says. “With 8x8, now we can assure our customers that we’re 100% in the cloud.”

Request a Quote

Get your fast, no-obligation quote now

1-866-879-8647

Chat with an 8x8 Expert

Need product help?

Go to Support