www.NICEinContact.com About BAYADA Home Health Care BAYADA Home Health Care delivers clinical and personal care support services to clients in their own homes, helping them live with comfort, independence and dignity. The company has 360 offices in 23 U.S. states, as well as five inter- national offices, and employs 28,000 personnel, most of whom are nurses and home health aides. The 45 agents at its New Jersey contact center serve as the first point of con- tact for clients’ families, doctors’ offices, hospitals and insurance companies. The agents determine which services are needed and initiate client care. The Challenge In recent years, BAYADA’s exponential growth led to issues with its old contact center system, an on-premises office product, that had limited functionality, poor

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