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Vol. II — No. 184Remarkable People · Exceptional CompaniesToday's Edition

healthcare-bpo

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Company
DynaNet Wants Customer Support to Pay for Itself - Here’s the Playbook Behind the Pitch
Enterprise · Saas · Ai

DynaNet Wants Customer Support to Pay for Itself - Here’s the Playbook Behind the Pitch

The Toronto-area outsourcer mixes human agents, automation and system integration to turn the help desk from an expense line into a retention tool. Its Arcade1Up case offers a useful blueprint - and a reminder to demand the baseline, the price and the measurement rules.

customer-support-outsourcing · business-process-outsourcingRead →
Company
Carenet Health Turned Healthcare’s Messiest Phone Calls Into a 500-Client Operating System
Health · Enterprise · Saas

Carenet Health Turned Healthcare’s Messiest Phone Calls Into a 500-Client Operating System

Carenet’s bet is that the most expensive gap in American healthcare is often a missed call, a confusing benefit or an appointment never booked. It sells the people, software and clinical workflows to close that gap - at a scale that now reaches one in three Americans.

healthcare-engagement · patient-engagementRead →
Company
Fusion CX Is Turning the Call Center Into an AI Test Kitchen
Enterprise · Ai · Saas

Fusion CX Is Turning the Call Center Into an AI Test Kitchen

The global outsourcer built its reach one delivery center and acquisition at a time. Now it is using millions of real customer interactions to turn contact-center software into an operating advantage.

customer-experience · business-process-outsourcingRead →