Contact Center Modernization Case Study

One Multi-Channel Platform, Built to Scale

How a Medicaid-focused healthcare organization modernized its contact center across phone, SMS, chat, and video 

Learn how a Medicaid-focused healthcare organization replaced an ad hoc, single-channel setup with a unified contact center platform — adding skill-based routing, structured reporting, and the in-house capability to run it all without ongoing vendor dependency.

The Challenge: A Contact Center That Couldn't Keep Up With Growth

The organization needed to modernize its call center to support a growing agent team across multiple regions, with multi-channel support — phone, SMS, chat, and video — in a single unified platform. Incoming contacts needed routing by language and region, but no skill-based routing existed. Call categorization and reporting were ad hoc, making it hard for managers to monitor performance. And the IT team needed to self-manage the platform going forward, without ongoing vendor dependency.

Our Solution & The Results: A Unified, Self-Sufficient Platform

Digital Blue worked with the client and a third-party implementation contractor to design, build, and test the new platform. Partnering with the client's team, we designed and built 50+ individual call and SMS flows plus shared call queues for regionally specific support lines, implemented skill-based routing by language and region, and built a structured disposition framework for call categorization, reporting, and analytics. We delivered IT admin training covering agent and queue management so the team could run the platform independently. Since go-live, the platform has scaled to support more than double the original agent headcount.

Key Impact:

• 50+ Call & SMS Workflows Built & Tested

• 2x Agent Growth Since Launch

• Skill-Based Routing by Language & Region — a First for the Organization