Regional Multi-Specialty Medical Group
Regional Multi-Specialty Medical Group and Care
A regional health system with 2,500 employees needed to replace an aging on-premises Genesys contact center. Key pain points were manual agent workflows, no Epic or Salesforce integration, and inconsistent processes across teams. Ascenda, a CXponent entity, ran a structured assessment — on-site observations, requirements gathering, and a formal vendor evaluation with anonymous stakeholder scorecards. They narrowed the field to Five9 and Talkdesk, with Five9 ultimately selected for its healthcare integration capabilities. The result: leadership made a confident, documented technology decision with full stakeholder alignment, and the organization is positioned to improve both patient experience and agent productivity.
Challenge
The organization operated an aging on-premises Genesys contact center that had outgrown its capabilities. Agents relied on paper notes, manual lookups, and frequent screen switching, driving up handling times and creating inconsistent experiences. There was no seamless integration with Epic or Salesforce, which meant agents lacked real-time access to patient and customer data. Workflows varied widely across teams, creating standardization gaps and limited visibility into contact center performance. Leadership recognized the need to modernize but lacked a structured path to evaluate options and align stakeholders around a decision.
Solution
Ascenda, a CXponent entity, began with an on-site assessment — observing agents directly and facilitating discovery sessions to document business, technical, and integration requirements across the organization. Leveraging a healthcare-focused vendor ecosystem, Ascenda identified CCaaS platforms with proven experience supporting Epic and Salesforce integrations. The evaluation process included formal vendor demonstrations, executive workshops, and anonymous stakeholder scorecards to ensure objectivity and reduce internal bias. The field was narrowed to two finalists — Five9 and Talkdesk — and data-driven guidance enabled leadership to select Five9 with confidence. Ascenda then supported contract execution following completion of the paid assessment engagement.
Results
The structured assessment surfaced operational inefficiencies that had not been previously documented, giving leadership a clear baseline from which to move forward. The formal evaluation framework aligned cross-functional stakeholders around a shared set of requirements and a consistent scoring process. Five9 was selected for its strong Epic and Salesforce integration capabilities, directly addressing the organization's core clinical workflow needs. Leadership closed the engagement with a documented, defensible technology decision — and the organization is now positioned to improve patient experience, increase agent productivity, and operate on a scalable, modern contact center platform.