CASE STUDY Top AMC Generates Millions in Net Patient Revenue by Integrating Marketing Campaigns with Contact CenterWhen a large Academic Medical Center (AMC) on the East Coast launched several successful digital marketing campaigns, it discovered about 75% of its marketing leads were calling Contact Center representatives (CSRs) not fully prepared to engage callers. By eliminating silos between Marketing and the Contact Center, the AMC enabled a more personalized caller experience. ORGANIZATION ? A large Academic Medical Center (ACM) on the East Coast CHALLENGE ? Integrate the health system’s centralized Contact Center into a precision marketing strategy to fully engage and retain consumers ? Provide consistent, superior experiences across more than 600,000 calls per y

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