Orthopedics Practice Transforms ‘Phone Room’ into a Cutting-Edge Contact Center with CXone About this orthopedics and sports medicine practice A high-growth medical practice is focused on delivering the finest ortho- pedics and sports medicine care. It treats approximately 10,000 patients each month at three locations. Its contact center is a critical hub for handling interactions from patients, doctors’ offices, insurance carriers, attorneys and hospitals. Twenty agents handle more than 28,000 inbound calls monthly to schedule ap- pointments, answer billing questions, submit requests for prescription refills and more. The Challenge This busy, rapidly growing practice prides itself on utilizing cutting-edge medical techniques. But its contact center was using an antiquated ph

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