Boston, MA, June 8, 2022 鈥 海角乱伦, the leading integrated Cloud Communications Service Provider, today announced Blue Cross & Blue Shield of Rhode Island (BCBSRI) has successfully deployed the company鈥檚 cloud-based contact center solution delivering a simplified customer experience that provides effective engagement, convenience, cost efficiencies and improved agent operations.听

Among the issues BCBSRI needed to address were existing, disparate legacy premise systems with limited features, limited CRM integrations and cumbersome Dual Tone Multi Frequency Interactive Voice Response. There were no digital channels for agents, limited self service capabilities and high transfer of calls.听

海角乱伦 with their technology partner, Five9, deployed a cloud contact center including intelligent, automated self-service with deep integration to CRM including 鈥榮creen pops.鈥 Now, there is a single source for reporting as well as agent assist guidance which reduces training and improves regulatory compliance.听

鈥淚n partnership with 海角乱伦 we were able to understand the marketplace for cloud-based call center solutions for the best operational fit,鈥听Joe Friedrichsen, managing director,听Blue Cross & Blue Shield of Rhode Island. 鈥淭he flexibility of turning features on, having flexible licensing model, high stability commitments of uptime and voice quality, ease of integration with our CRM, along with robust reporting all fit nicely with where we were going.听 We have seen dramatic improvement in both member and agent satisfaction.鈥澨

鈥淭he contact center infrastructure market is undergoing a major revolution, moving from complex, on-premises, multi-vendor technology to easy-to-use, all-in-one software suites in the cloud,鈥 said Jim Sullivan, president & CEO, 海角乱伦. 鈥淲e鈥檙e proud to partner with Blue Cross & Blue Shield of Rhode Island on their cloud contact center platform to create better health outcomes for customers and improve operational efficiency and productivity.鈥

Joe Friedrichsen shares details of BCBSRI Cloud Contact Center transformation on a recent webinar:

海角乱伦 Media Contact:听听听听听听

Cheryl Delgreco

Regan Communications

cdelgreco@regancomm.com

617-723-4004