Center of clinical excellence
The six cardiologists who founded the American Heart Association (AHA) in 1924 would be amazed. Today, the AHA has over 100 U.S. offices and is the nation’s oldest and largest voluntary organization dedicated to fighting cardiovascular disease and stroke. At the AHA National Engagement Center in Dallas, about 125 customer care agents handle incoming calls, outbound campaigns, webchat, email and social media communications. They also process more than 100,000 memorial and tribute donations each year for the entire organization.
During 2019–2020, AHA recorded around 662,000 contacts, 53% of which were calls. Although these operations ran on the Genesys PureConnect™ Cloud application, there was opportunity for improvement.
“We’re not a typical out-of-the-box enterprise and have more need for certain features than others,” said Chip Sugrue, Vice President Customer Strategies at the American Heart Association. “We wanted a customized cloud solution that could be closely meshed around our specific needs, while accelerating innovation adding newer software, technology and AI development.”
Overnight switch to home working
Assisted by customer experience experts Avtex, AHA began to build a commercial case and bespoke design for moving to the Genesys Cloud CX platform. “It’s so much easier when a partner listens, understands your business, and can clearly articulate the technology you need and what you will gain,” said Sugrue. “Our Avtex account representative was a key business partner and made sure we got the best value from our investment.”
But the pandemic meant AHA had to put those plans on hold. “We closed our offices on a Monday and quickly pivoted to full home working the following day with our existing Genesys solution,” said Sugrue.