Bloom Healthcare provides in-home primary care, behavioral health, chronic care, and hospice services to seniors across Colorado and Texas. Approximately 70 contact center agents support patients every day, handling a mix of non-clinical and clinical inquiries, including scheduling, lab orders, prescription refills, and medical questions.
The contact center team, along with roughly 85 additional back-office employees, all work on Webex Calling and Customer Assist in the cloud.
Challenge
As Bloom Healthcare upgraded from a basic Webex meetings platform to Webex Calling and Customer Assist, they needed a workforce optimization (WFO) solution that would integrate with their new Webex environment. That solution would also have to deliver advanced recording, reporting, analytics and quality management capabilities.
Managers wanted to see the full picture of every interaction — both sides of the patient/agent conversation, needed to understand why certain calls escalated, what made a call go well (or poorly), and where issues were being left unresolved. The goal was simple: improve call quality, strengthen agent training, and create a better patient experience.
Managers were reviewing a small, random set of calls - manually evaluating one call at a time. With such a limited sample it was nearly impossible to spot trends or catch problems early. Evaluating the patient experience consistently just wasn’t realistic.
On top of that, the WFO solution needed to scale easily as call volumes continued to grow and Bloom Healthcare expanded into new markets.
"Customer experience is a strategic priority for us as we grow. Eleveo’s recording, quality, and speech analytics give our teams the insight needed to continuously improve call quality at scale."
Sharon Wang
VP of Technology
Solution
As one of the few WFO providers invited into the Webex Calling/Call Recording Provider Program, Eleveo satisfies Bloom Healthcare’s key requirement for seamless Webex integration. It also scales easily to support Bloom’s expected growth.
Bloom Healthcare has deployed Eleveo Call Recording for approximately 160 lines. Every contact center call is recorded and subsequently analyzed using Eleveo’s Auto Quality Management (AQM) and Speech Analytics tools to evaluate customer experience, monitor compliance and provide a fact-based for agent training.
The Eleveo Speech Analytics tool automatically produces Transcripts of each call, and its Speech Tag feature scores calls based on categories defined by Bloom’s managers.
Insights exposed by AQM/Speech Analytics include:
- Cross-talk
- Curse words
- Silence
- Average speed of speech
- Interruptions
- Agent attitude/emotion - positive, negative or neutral
Bloom Healthcare managers are also utilizing Eleveo’s AI-Fueled AQM to specifically detect calls dealing with the following topics: Emergency, Medical Records Request, Triage and Death.
Back-office calls aren’t subject to a high degree of quality analysis but are recorded more as documentation of any patient-involved interactions.
Results
- Clearer Insights and Better Call Quality:
Managers now have unprecedented visibility into call quality and customer experience across a significantly larger volume of interactions. Eleveo’s Speech Analytics, AQM, and AI-powered tools automatically surface meaningful insights, providing full context into what works, what doesn’t, and what drives call escalations.
- Enriched Agent Training:
Eleveo has been a strong partner in advancing Bloom Healthcare’s customer experience strategy by providing richer quantitative and qualitative insight into every call. Managers and trainers use these insights to strengthen ongoing training, onboard new agents more effectively, and continuously refine workflows.
"Eleveo sets our agents up for success by giving them full visibility into each interaction. Reviewing calls in context empowers agents to identify opportunities for improvement and take an active role in their own development."
Sharon Wang
VP of Technology
Conclusion
With AI-powered insight across every interaction, Eleveo enables Bloom Healthcare to understand call quality at scale. Automated quality management reveals the drivers of success and escalation, while richer call data enables stronger training and continuous workflow improvements.