Transforming Contact Center Operations for a Healthcare Provider through a Unified Agent Desktop
A leading healthcare provider in South East Georgia, United States, delivers exceptional patient care across a comprehensive clinical network. Supporting a multi-department contact center spanning general users, IT/operational help desk teams, and patient scheduling teams, the organization manages high-volume patient interactions daily, making operational efficiency, visibility, and engagement critical to maintaining seamless healthcare services.
Challenges/Opportunities
Agents across different teams relied on separate systems and multiple applications, creating inefficiencies in daily workflows and forcing constant toggling between tools. Patient interaction history was not unified, making it difficult for teams to access complete customer context during conversations, often requiring patients to repeat information.
Supervisors, meanwhile, lacked a centralized view to monitor agent activities, manage performance, and support real-time intervention. On top of this, operational reporting required manual consolidation across siloed systems, limiting visibility and slowing decision-making across the organization.
Solutions
- To address these challenges, Tetherfi implemented a modernized contact center solution designed to improve agent productivity, supervisory control, and patient engagement — while seamlessly integrating with the organization's existing environment.
- Unified Agent Desktop & Dynamic Home Pages – A contextual, web-based agent workspace that adapts based on team requirements, delivering a personalized desktop experience, faster access to critical tools, and improved workflow efficiency for every user group.
- Advanced Call Controls & Interaction History – Integrated voice controls (answer, hold, mute, transfer, conference) and customer journey visibility directly within the agent desktop, giving agents complete context during patient interactions without switching between applications.
- Enhanced Supervisory Oversight – A centralized supervisor console with live agent monitoring, queue wallboards, service level tracking, silent monitoring, barge-in capability, and call interception, enabling supervisors to proactively manage performance and improve service quality.
- Centralized Administration & Reporting – Through OCM Administration, the platform delivers role-based access management, consolidated operational analytics, and improved reporting visibility, combined with legacy voice recorder integration to support interaction compliance and operational governance.
Benefits/Outcome
- Improved Agent Productivity – A single browser-based workspace with WebRTC audio and call control eliminates the need to toggle between multiple screens and applications, enabling agents to work faster and more efficiently.
- Enhanced Patient Experience – Access to complete interaction history helps agents understand patient needs better and reduces the need for patients to repeat information.
- Stronger Supervisory Control – Centralized dashboards and advanced monitoring capabilities allow supervisors to manage queues proactively and support agents effectively.
- Centralized Reporting & Compliance – Unified reporting, role-based access controls, and integrated voice recording improve operational visibility and compliance management.
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