Healthcare Contact Center Modernization

Healthcare Contact Center Modernization

Overview

Healthcare organizations face rising patient expectations, staff shortages, and cost
pressures. Traditional contact centers rely on disjointed systems, manual processes,
and limited visibility.

Quisitive's solution modernizes engagement through AI-guided workflows, omnichannel insights, and healthcare-specific automation—enabling organizations to serve patients faster, smarter, and more empathetically.

Solution

A Copilot-first platform designed for healthcare service delivery:

> Effortless Self-Service – Engage patients on their preferred channel with
conversational AI.
> Agent Productivity – Empower agents with real-time Copilot suggestions,
summarization, and next best actions.
> Operational Efficiency – Unify CRM, EMR, RCM, and communication systems
for a 360° view.
> Analytics & Optimization – Gain insights into patient journeys, agent
performance, and deflection success

Solution Architecture

Built on Microsoft’s Cloud for Healthcare and communication stack, the solution
leverages:

> Microsoft Dynamics 365 Customer Service for case management and
analytics
> Microsoft Teams for secure voice and collaboration
> Microsoft Copilot and Azure AI Services for summarization and agent
assistance
> Copilot Studio for automation, chatbots, and workflow orchestration

How It Works

1. Capture and Summarize Calls – AI automatically extracts key details, action items, and wrap-up notes from calls and populates them directly in Dynamics 365 or Teams.
2. Guide Agents in Real Time – Copilot provides contextual prompts, suggested responses, and recommended next steps during live interactions to improve first contact resolution.
3. Deflect Common Tasks – Virtual agents handle routine requests such as registration, eligibility checks, and status inquiries through conversational self-service.
4. Triage and Route Intelligently – Inquiries are prioritized and directed based on patient context, intent, and urgency for faster and more accurate resolution.
5. Integrate Across Channels – Voice, chat, and digital channels are unified under a single Microsoft ecosystem, providing a seamless, omnichannel patient experience.

Outcomes

> Lower handle time through real-time summarization and automation
> Higher first-contact resolution via Copilotguided responses and insights
> Increased self-service and deflection with virtual agents
> Consistent experience across voice, chat, and digital channels

KPIs

> 25–40% reduction in average handle time
> 30% increase in self-service containment
> 20–35% improvement in agent productivity
> +15% patient satisfaction (CSAT) uplift