Prisma Health Equips 300+ Agents to Deliver Seamless Patient Care With NovelVox Solutions

The Challenge:
Fragmented systems and manual workflows slowed agents and increased wait times. With no guided scripts, emergency call handling, real-time visibility, or digital directory, service remained inconsistent and reactive.

The Solution:
Prisma Health deployed NovelVox’s Agent Accelerator—a unified desktop overlay that integrated key systems to streamline operations.

Key Enhancements:

• Unified interface with automated screen pops for instant patient context
• Guided scripts, digital phonebook & emergency override for accurate, fast handling
• Supervisor dashboards with structured wrap-up for real-time insights and clean data

The Results:

A clear boost in efficiency, service quality, and patient experience:

• 30–40% reduction in AHT and faster agent ramp-up
• Shorter wait times with better queue control and case prioritization
• Higher patient satisfaction supported by clean data and proactive supervision

See how Prisma Health redefined patient-first care through smarter contact center operations.