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Next-Gen DX: AI and the Convergence of Communications

Mary Gamez  (VP of Operations for Covenant Physician Partners, Covenant)

Ryan Belcher  (Technology Advisor, EP-PRO)

Location: Level 1 (Lower Level), Galileo 903

Date: Tuesday, March 12

Time: 11:20 am - 11:55 am

Pass Type: All Access, CP Conference - Get your pass now!

Session Type: Conference Session

Track: Business of the Channel Track

Vault Recording: TBD

Today’s health care landscape is overrun with clunky communications in an industry where patients demand fast, seamless and private communication with health care providers. Failing to have the right communications channels and technology in place can take a hefty toll on both operations and patient experience.

In 2022, Nashville-based Covenant Physician Partners, a physician services company partnering with leading providers across the country to grow thriving practices and improve health, was looking to replace its legacy, premises-based communications with a fully integrated UCaaS and CCaaS solution. Key to that decision was the need for a solution that provided a single point of contact for all their front and back-office needs. It also needed to be agile enough to provide the kind of advanced capabilities — such as reporting metrics, scalability, omnichannel communications and AI — that delivered on the needs of patients and providers. And all of this had to be on a single engagement platform. By unifying their UCaaS and CCaaS solutions, all employees — providers, practitioners, agents and staff — became integral to the patient experience, making it easier to build the kind of engagement and best patient outcomes that helps Covenant stand out in a crowded, competitive and rapidly changing health care landscape.

In this fireside chat, Ryan Belcher, tech advisor for EP-Pro will be joined by Mary Gamez, vice president of operations for Covenant Physician Partners, to detail their shared experience in successfully implementing an integrated UCaaS and CCaaS environment and embedding AI capabilities into these solutions to create seamless communications and harmony across the organization’s various departments, with the ability to scale up or down as needed. The session will also uncover how organizations of all sizes are reaping the benefits when it comes to the convergence of unified communications and contact center solutions.