Providing the Agility to Connect with Members for Better and Faster Healthcare

Challenge:
How to provide reliable UCaaS solutions—one that could also align with a company-wide shift to Google, which centered around the use of G Suite productivity apps, Chromebook, and Android support.

Solution:
Omnichannel Contact Center, G Suite Integration, Communications APIs

Results:
MedXM now uses a unique combination of Vonage collaboration-enhancing cloud solutions, productivity-boosting integrations, an enterprise-grade contact center solution, and contextual communications that has redefined how they communicate with members in real time.

Finding the Perfect Communications Partner

With a 5,000-person medical staff and growing network of health plan partners and members nationwide, effective communication is vital to MedXM’s ability to provide preventative care.

Company leaders searched for a communications partner that could not only provide reliable UCaaS solutions, but one that could also align with their company-wide shift to Google, which centered around the use of G Suite™ productivity apps, Chromebooks, and Android support. They were also looking for a seamlessly scalable Google-centric contact center solution that could help them deliver mobile support options to members and productivity-boosting tools to inhouse customer service teams.

Having built their business on service and technology, MedXM additionally sought new and efficient ways to provide wellness advice to members from virtually anywhere.

Vonage Checked all the Boxes for MedXM

MedXM chose Vonage® for its unique combination of collaboration-enhancing cloud solutions, productivity-boosting integrations, an enterprise-grade contact center solution, and contextual communications that redefine how they communicate with members in real time. Vonage’s opportunity to partner with MedXM was facilitated through mutual Google partner, UpCurve Cloud.

Maximizing Day-to-Day Operations. The Vonage for G Suite™ integration helps MedXM employees optimize workflows with features like click-to-call and contact sync, which seamlessly connect their business phone activity to Gmail® and other G Suite tools. The intuitive user interface and ability to scale easily help MedXM leaders save on IT support costs and capital expenses.

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Providing Support Across All Channels. Vonage’s advanced contact center solution will help MedXM create a Google-centric contact center environment in which members can not only call, but also text, email and chat with agents. This solution saves time and frustration for both members and agents by providing seamless ways for agents to connect via Chromebook or headset and skills-based routing for a more personalized customer experience.

Helping Members When They Need It Most. Using Vonage Comunications APIs, MedXM helps members stay up to date on the care and medication they need by sending them automatic text reminders for appointments and prescription refills. They also offer an automated medication delivery service and real-time connections that facilitate in-home physician visits within an hour for members that need urgent care.

 

 

About Vonage
Vonage, (Nasdaq: VG) a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Services Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging and Verification into existing products, workflows and systems. Vonage's fully programmable unified communications and contact center applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or anywhere, providing enormous flexibility and ensuring business continuity.

Vonage Holdings Corp. is headquartered in New Jersey, with offices throughout the United States, Europe, Israel, Australia and Asia. To follow Vonage on Twitter, please visit www.twitter.com/vonage. To become a fan on Facebook, go to facebook.com/vonage. To subscribe on YouTube, visit youtube.com/vonage.