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Allscripts Improves Call Quality, ServiceNow Connection, and Innovation with PureCloud

January 17, 2021

Healthcare IT vendor Allscripts recently faced a significant and costly upgrade for their operating system environment. At the same time, their premise-based contact center system was up for annual maintenance renewal. Allscripts decided to take the opportunity to simplify contact center operations and move to the cloud—a move that was in line with their general commitment to cloud migration.

Allscripts is a global enterprise, with a large concentration of agents in the US and India, and a smaller presence in Canada, Israel, Australia, and Europe. The organization has about 1300 agents and 200 supervisors worldwide. Concurrent usage was estimated at 800 licenses. Agents also need easy access to ServiceNow data when interacting with customers. To ensure business buy-in, requirements included the new cloud solution had to be delivered in a phased approach—something that became an additional project challenge when COVID-19 struck during the project.

In mid-2019 Allscripts selected Genesys PureCloud (now Genesys Cloud) as their solution and Altivon as their solution provider. For Genesys, this would be one of the largest customer migrations from PureConnect premise to PureCloud. Altivon has 30 years of contact center solutions experience and an 8-year technology partnership with Allscripts. “The Altivon team very much understands our business, SLA needs and team skill levels,” said David Heath, Allscripts Director of Information Technology. “They are well suited to the way we work.”

Read the Full Allscripts case study.