Solution Story
Large Healthcare Provider

Large healthcare provider leverages dynamics CRM and CCA to enhance their customer care experience.


This customer is a large healthcare provider based in the Midwest.


This customer sought out a new technology platform because they had over 24 customer applications and 16 mainframe screens to support their 550,000+ members. The numerous islands of data created by this system resulted in limited repeatable processes to support their customers; difficulty in measuring and managing key KPIs; and issues with the onboarding and training of their internal agents. They needed a system that could support the over 5,000 customer calls they received daily and one that the 200+ call center agents could easily adopt.

The customer had a vision to bridge the islands of data into a SOA architecture via an Agent Desktop to support their customers, internal processes, and agents. The customer utilized PowerObjects to help them implement a technical solution that would include, but not be limited to, programing languages and implementing a detailed technology platform. PowerObjects assisted in this effort by writing two separate CTI integrations for them. The first used C# and Microsoft’s User Interface Integration Automation to control the customer’s Cisco Agent Desktop application externally. The second integration was with OnContact, which included C# and JavaScript to their rest-based API. Features in both implementations included screen pop and full agent control. The Cisco integration was approached as a part-time project and took approximately nine weeks. The OnContact integration was also a part-time project and took approximately six weeks to complete.


By leveraging Microsoft Dynamics CRM and CCA (Agent Desktop), PowerObjects automated multiple processes, including: Guided Call Responses, Member Search, Call Type Segmentation, Application Unification, Workflow, and definition of key KPIs and Dashboards—in addition to a SOA architecture with a single-sign on.

During the project, PowerObjects overcame unforeseen hurdles such as discovering that identical versions of Cisco’s Agent Desktop applications rendered windows differently, which required coding for several variations to support all known configurations. Secondly, the customer did not have an adequate testing environment, which meant we had to test in production after hours. For OnContact, the rest-based API was newly released to production and we had several technical issues with the original configuration. The customer also had other issues with OnContact unrelated to CTI.

Key Benefits

Now, agents have access to automated information, thereby streamlining member interactions by providing the right information, applications, and knowledge to the right agents at the right time.

This customer is using multiple technologies such as Microsoft Dynamics CRM, a CCA Agent Desktop, Advanced Workflows, Knowledge Base, and a CTI integration.