A growing Behavioral Health Organization (BHO) wanted to move away from impersonal, menu-driven options for their patients calling the Interactive Voice Response (IVR) and Contact Center.
DecisivEdge was brought in reimagine, redesign, and deploy a CX solution that included Five9’s Intelligent Virtual Agent (IVA). The objective of this initiative was to implement a CX strategy grounded in efficiency and quality that also shapes emotionally beneficial experiences for their clients and treatment advisors.
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