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AIDS Healthcare Basis (AHF) was based in 1987 as a hospice basis and has since advanced to change into a world chief in the house, offering healthcare and pharmacy providers to these recognized with HIV or AIDS.
AIDS Healthcare Basis has operations in 48 international locations, with 400 clinics, 69 healthcare facilities, 62 pharmacies, and over 8,500 staff. The inspiration serves over two million sufferers yearly. Fast development has been a trademark of AHF’s success, however scaling up from a $3 billion operation to $8 billion in simply three years has launched vital challenges. To fulfill these calls for, AHF turned to Webex as a associate in its journey to modernize operations, elevate affected person care, and guarantee a seamless and progressive healthcare expertise.
Outgrowing legacy techniques
Most of the pressures dealing with non-public firms, from small companies to multinational enterprises, are additionally related to nonprofit organizations. Within the case of AIDS Healthcare Basis, the expansion mindset would assist them help extra individuals. Nevertheless, this form of bold scaling is tough at the perfect of occasions; coping with outdated legacy techniques made it all of the tougher.
AHF’s less-than-cutting-edge expertise was inflicting 5 main challenges:
- Fragmented communications: Every clinic operated with its personal cellphone quantity, creating inconsistencies in affected person communication and a disjointed affected person expertise.
- A scarcity of scalability: Current on-premises techniques, together with Avaya and eight×8 contact middle options, had been outdated and unable to assist AHF’s speedy development.
- Too many guide processes: Pharmacy refill reminders, appointment scheduling, and clinic coordination had been closely reliant on guide processes, resulting in inefficiencies and delays.
- Restricted knowledge visibility: AHF couldn’t observe and analyze metrics, reminiscent of name response occasions, affected person satisfaction, and clinic efficiency, which hindered the muse’s capacity to enhance care supply.
- Operational challenges: Patching, safety updates, and managing a number of techniques added complexity and inefficiency to IT operations.
AHF sought a single, cloud-based platform that was progressive, scalable, and manageable through a single pane of glass. And crucially, the muse wanted a future-proofed answer, one that will develop together with AHF.
A unified, cloud-based platform
In late 2024, AHF partnered with Cisco to deploy a phased implementation of the Webex Suite, Webex Contact Heart, Webex Calling, and different superior options.
“The explanation we selected Webex over different opponents,” defined Rudy Esfahani, IT Director of Communication at AHF, was that Webex provided “a full complete platform with its UC and CC and collaboration providers.”
The opposite causes AHF chosen Webex had been that AHF knew they might belief and depend on Cisco. “We already had a detailed relationship with Cisco for our knowledge, infrastructure, and safety,” Esfahani mentioned, additional explaining that “Cisco is an progressive firm, which places us in good fingers,” enabling speedy however steady development.
The preliminary rollout consisted of:
- Webex Suite (2,200 Licenses): Changing Zoom and consolidating collaboration (Webex Conferences, Webex Calling, and Webex Messaging).
- Webex Contact Heart (360 Concurrent Licenses): Changing Avaya and eight×8 techniques.
- Webex Calling: Changing your complete Avaya cellphone system to create a single, scalable calling platform throughout all 400+ areas.
From there, the phased implementation technique relied on the CX Superior Options group to set up interoperability between the legacy Avaya system and Webex Calling for a non-disruptive, location-by-location transition.
“Webex Contact Heart permits us to speak with our sufferers by SMS messaging, straight from agent to buyer, for appointment reminders or for prescription refill reminders,” Esfahani defined. “This permits faster communication with sufferers and higher communication efficiency.”
Working With CXAS
AHF teamed up with Cisco associate CX Superior Options (CXAS) to improve their contact middle. As a specialised collaboration answer supplier, CXAS delivered a phased hybrid migration technique, seamlessly bridging AHF’s on-premises setting to Webex Calling and Contact Heart. The CXAS AIM device enabled an acceleration of the migration timeline from eight months to simply 4—efficiently shifting 110 areas, 2,400 handsets, 400 brokers, and 1,800 numbers to AHF’s CCP supplier.
This stage of automation and experience allowed AHF to modernize quickly whereas minimizing operational affect. Consequently, AHF vastly valued CXAS’s capacity to simplify complicated migrations and execute with pace, accuracy, and confidence.
Scalability, effectivity, and improved expertise
The partnership with Webex has enabled AHF to take pleasure in operational resilience and scalability. The cloud platform eradicated the fixed guide effort related to patching and managing a number of outdated techniques. Moreover, centralized administration in Management Hub simplified administration and person and placement administration.
Webex has additionally improved the efficacy and practicality of distant work, which is essential for a healthcare group reminiscent of AHF. Brokers can now sign up from anyplace, which was unimaginable on the previous system. “Our brokers love the [flexibility] of Webex Contact Heart,” Esfahani defined. “They will sign up from anyplace—from house, even.”
Supervisors at AHF have additionally gained the flexibility to run automated reviews for fast, quick access, eliminating time-consuming guide processes. “One of many favourite options for the supervisors is the Contact Heart dashboard. They will look over to see fundamental numbers at a look. And in addition, they love the best way they’ll handle the brokers.”
Moreover, AHF gained the visibility wanted to pursue aggressive efficiency objectives, particularly lowering name response occasions to below 1.5 minutes. The inspiration tracks core metrics—“Crucial metric for our contact middle is the decision reply fee, which must be 85% answered inside 30 seconds.”
Agent and affected person expertise enchancment
Webex additionally permits seamless integration with essential enterprise techniques, reminiscent of AthenaOne and Salesforce, permitting brokers to personalize affected person interactions. And Webex’s AI-powered options, reminiscent of name summaries and auto-CSAT scoring, assist streamline post-call work for brokers, saving worthwhile time and permitting them to concentrate on extra significant interactions.
Webex AI Agent additionally helps inside use instances, reminiscent of shortly responding to worker inquiries about trip time or scheduling. By introducing AI brokers to deal with widespread inquiries, human brokers can concentrate on extra urgent or higher-touch issues. “With the AI agent, we’ll enhance the client expertise by a number of components,” Esfahani mentioned.
Constructing the muse for future care
AIDS Healthcare Basis’s strategic transfer to Webex by Cisco represents greater than only a expertise improve: It’s a elementary transformation of AHF’s operational DNA. By changing the constraints of fragmented legacy techniques with the unified, cloud-based platform that’s Webex Suite, the muse has achieved the steadiness and big scale needed to satisfy its bold $8 billion development projection.
Centralized administration, data-driven enhancements, and enhanced flexibility empower each supervisors and brokers. AHF additionally has plans for Webex Contact Heart’s AI options, reminiscent of name summaries and auto-CSAT scoring. In the end, this long-term partnership positions AHF to unlock future improvements, from AI-based routing and self-service choices to automated affected person engagement, fulfilling their core mission to ship the very best care to hundreds of thousands worldwide. As Esfahani acknowledged, “I’m assured that our metrics will proceed to enhance,” strengthening AHF’s agency dedication to an more and more customized and environment friendly affected person journey.
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