So, you adopted a new CCaaS (Contact Center as a Service) vendor — what can go wrong? Well…a lot. Here’s a checklist of challenges and solutions to inform your implementation strategy.

Integration complexities with existing systems

When CCaaS platforms can’t integrate with existing CRM software, enterprise infrastructure systems, or resource planning software, businesses spend unnecessary time building new workflows from scratch or fixing errors. Even with access to the best features, your agents and supervisors will be held back by data inconsistencies and process delays that erode the customer experience. 

Solution: You can overcome this challenge by thoroughly evaluating integration needs with potential vendors before deciding. Rope in stakeholders in your IT and customer-facing teams to understand the data your organization needs and the conditions that must be met for efficient data flow within your internal teams. Look for providers that give you good native integrations or the ability to configure APIs as needed.

Data migration, integrity, and security concerns

Data migration to a new CCaaS (Contact Center as a Service) platform can easily become the most time-consuming part of implementation. Organizations of all sizes must adhere to industry-standard security compliance, which is even more important for enterprises that manage high volumes of data in sectors like healthcare, telecommunications, and finance. As you move data from one source to another, you must deploy the right processes to ensure no data is lost, stolen, or corrupted. 

Solution: Businesses don’t have to put this on themselves if they don’t have the resources or expertise to do it well. You can engage with external experts to manage the data migration process in adherence to your security and regulatory needs. Work with a partner who can advise you on planning your migration, the security measures you must invest in, and the technical infrastructure you need to execute data transfers correctly.

Also Read: Top CCaaS Platforms to Transform Your CX

Resistance from employees

If agents and supervisors are against a new CCaaS (Contact Center as a Service) software, they won’t implement your desired processes. This means no improvements are made to your processes, and you get no ROI from your new tool. 

Solution: A change management strategy is crucial for communicating new systems and workflows to employees. Get employees involved in the decision-making process and strongly support them during implementation. You need to make it easy for employees to hit the ground running with these new tools. Invest in robust training and education programs to help agents and supervisors learn about new features, understand different platform use cases, and familiarize themselves with processes for getting issues resolved. You can use Whatfix’s digital adoption platforms to empower employees with 24/7 access to resources that answer common questions. You can also use Whatfix to build guided product flows within your CCaaS platform to feed employees contextual information about new features and processes as they conduct their workflows.

Time-intensive initial setup and onboarding

As we’ve seen in this article, many CCaaS (Contact Center as a Service) platforms are feature-rich. These features must be set up and integrated into existing processes and tools. It can be a lift from an IT and employee training perspective. 

Solution: Businesses can avoid delaying setup and onboarding by weeks or months if they leverage a phased implementation strategy. Instead of rolling out all features simultaneously, work with your agents to identify the most critical features they need to overcome existing bottlenecks. You’re separating your ‘nice-to-have’ features from the ones you must have. This lets you better manage your resources and gives employees time to familiarize themselves with new changes and information one step at a time.

Risk of service interruptions during the transition

As you restructure your technology stack and business processes to a new CCaaS platform, gaps within the system can lead to issues with missing information, miscommunication, or even platform downtime. A new CCaaS (Contact Center as a Service) software should add efficiency without putting ongoing customer interactions at risk. 

Solution: Plan your workflow and data migrations to your customer service and technical bandwidth during the least disruptive times. For example, you can schedule these changes outside agent hours or during periods with low traffic volume. Work with your IT team and your CCaaS (Contact Center as a Service) vendor on a risk mitigation plan that outlines clear steps to minimize damage if unexpected service interruptions occur.

Also Read: Conquer Customer Chaos: Optimize Your Contact Center Workflow

Unexpected costs or pricing models

If sudden price hikes or hidden costs occur during implementation, your new customer support processes risk long delays or being scrapped altogether. This problem becomes even more severe if your IT and customer-facing teams have already started working to migrate data to the new platform. 

Solution: Communicate your budgets clearly and work with your finance and legal team to outline a pricing agreement that protects your organization from hidden costs. Before forming any partnership, get documentation and pricing sheets that outline the costs of all included and excluded services. Create a list of the features you need and use this list as your source of truth when discussing pricing agreements.

Meeting compliance and regulatory standards

Different regions and industries have different compliance and regulatory standards. For example, companies with customers in European Union countries must adhere to General Data Protection Regulation (GDPR) standards. At the same time, businesses in the healthcare industry have the Health Insurance Portability and Accountability Act (HIPAA). 

Solution: Work with your legal team to clearly define the security needs of your business operations and customers. Bring these requirements to your evaluations with CCaaS vendors to accurately filter out solutions that can’t give you what you need. You must also implement the right protocols for monitoring compliance requirements and making necessary infrastructure upgrades. For example, companies dedicate resources yearly to conduct security audits and assessments to stay on top of evolving compliance standards.

Vendor lock-in and exit strategy concerns

Vendor lock-in restricts companies from moving to another provider if they decide their existing platform is not meeting their needs. This forces companies to settle and pay for services without benefit. 

Solution: Negotiate flexible contract terms defining clear processes and costs associated with switching to a new provider. If you can’t agree, evaluate your needs and make an informed decision on whether to work with a vendor. This ensures that businesses have control over their contact center and the flexibility to adapt to their business needs whenever needed.

Also Read: Demystifying Contact Center Metrics: A Guide to Boosting Customer Satisfaction

Ensuring the solution’s long-term viability and support

A CCaaS platform is a big investment, so it has to serve a long-term vision. You don’t want to work with a platform that isn’t there to support your growth. You also don’t want to deal with the hassle of migrating to a new platform due to unexpected circumstances like your CCaaS vendor ceasing operations or regulatory issues. 

A CCaaS (Contact Center as a Service)platform is a big investment, so it has to serve a long-term vision. You don’t want to work with a platform that isn’t there to support your growth. You also don’t want to deal with the hassle of migrating to a new platform due to unexpected circumstances like your CCaaS vendor ceasing operations or regulatory issues. 

Solution: Do your due diligence on all the vendors you’re evaluating and establish service-level agreements (SLAs) to define the KPIs and requirements they need to meet. You can look at their financial stability, partnerships with existing customers, certifications, and credentials. You should only work with platforms that showcase strong and steady growth in their market.

Addressing specific business use-case needs

Not all call centers function equally. Depending on the industry or use case you’re serving, your agents may need specific capabilities and workflows to manage customer requests properly. If an industry-leading CCaaS (Contact Center as a Service) platform cannot be used to execute niche processes that generate revenue, then it’s not the one for you.  

Solution: Pilot programs effectively explore and evaluate a platform’s compatibility with your organizational needs. You can select a few agents to run their workflows on this new platform for some time and collect their feedback afterward. This allows you to directly compare employee performance on different platforms. The results of this pilot program can help you identify potential customization opportunities or flag platforms that are poor fits.

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Retail payment options and the consumers who use them are undergoing a major transformation. Buy now, pay later (BNPL) continues to gain momentum as a powerful tool that helps merchants boost revenue and loyalty while empowering shoppers to better manage their finances.

A 2024 survey led by Sezzle and Retail Dive’s studioID reveals who today’s BNPL shoppers are—and they may not be who you think. Let’s look at some of the myths and truths we uncovered about these consumers.

Myth No. 1: Shoppers use BNPL because they can’t afford what they’re buying without it.

In the past, retailers may have thought consumers relied on BNPL in times of financial stress, but fiscal fragility isn’t the driver anymore.

Instead, half of the shoppers surveyed used BNPL to boost buying power and ensure they had the cash flow needed to support their purchases. First and foremost, they rely on this payment method to improve budgeting and cash flow. They also use it to avoid interest (32%), reduce credit card usage (28%), avoid longer-term debt (27%), and build credit (25%).

Myth No. 2: BNPL shoppers don’t have access to other forms of credit.

Several years ago, BNPL was perceived as a way to spend beyond your means. Options like credit, debit, and retail cards or loans weren’t available—but the latest industry data proves otherwise.

The truth: 73% of surveyed BNPL shoppers say they haven’t been denied a credit card, payment plan, or loan in the last three years. Instead of using the service to compensate for a lack of other payment methods, they use it as a responsible approach to buying. Buying now and paying later allows them to pay in a way that works best for their financial situation without overstretching their dollars or risking the possibility of overdrawing their bank or credit union accounts.

“Today, retailers need to be agnostic when it comes to payment forms,” explains Nancy Eichler, who joined Sezzle as senior vice president of marketing after spending more than a decade in retail sales leadership. “It’s all about accessibility. Suppose you’re not providing accessibility to your products by allowing consumers to shop using the form of payment and the BNPL platform they choose. In that case, that’s a disservice—not only to the consumer but also to you as a retailer.”

Myth No. 3: Shoppers only use BNPL to make large purchases.

Traditionally, BNPL may conjure images of people purchasing higher-value goods, such as luxury furniture, TVs and laptops, and indulgent vacations.

But in reality, consumers use BNPL payment methods to make purchases of all kinds. According to surveyed shoppers, top purchase categories include:

• Fashion/apparel (51%)
• Electronics (44%)
• Entertainment (44%)
• Health and beauty (25%)

Consumers generally finance between $100 and $499 in a single purchase, but price ranges vary. Lee Brading, senior vice president of corporate development and operational excellence at Sezzle, says it’s becoming less about splurging on expensive items and more about convenience and flexibility. “Since Sezzle has launched its subscription products, we’ve seen the average ticket price come down. People are using it more for everyday purchases.”

Myth No. 4: BNPL shoppers often default on their payments.

Some retailers and consumers may view BNPL as a debt trap that enables spending to spiral out of control. They assume that purchasers don’t make timely payments and risk costly penalties, sometimes damaging their credit.

But most consumers (87%) don’t struggle to make their BNPL payments on time. Because they use a financing option that works for them, they can purchase responsibly and split purchases into smaller payments without incurring interest or penalties.

Myth No. 5: BNPL is only used by Gen Z and Millennials.

While younger consumers are often drawn to BNPL’s benefits, our survey reveals that shoppers of all ages value its flexibility.

Instead of age, purchasing through short-term financing is often driven more by life events and preferences—whether college students buy books, young couples invest in home goods, or retirees make car repairs.

Also Read: Are You Getting the Most Out of Your Customer Data?

Explore BNPL in More Detail

Today, offering BNPL is less about financial vulnerability and more about accessibility and personalized experiences for the consumer. “When merchants don’t offer BNPL, then they make their products inaccessible and lose access to the group of consumers who want greater flexibility in how they pay,” says Eichler. “By making your products and services available to a larger group, you will naturally see a greater incremental lift.”

The post Debunking 5 Myths About Today’s BNPL Shoppers appeared first on MartechView.

BioVigil, an electronic hand hygiene technology solutions provider, is releasing a mobile app for users to see and monitor their hand hygiene compliance. This helps to keep healthcare workers mindful of their compliance and track their performance.

The BioVigil mobile app makes important information accessible to those who cannot access it through the hospital’s network. For example, environmental services workers are often contracted through outside agencies and do not have hospital network privileges.

“Every healthcare worker can use our system, so we wanted the data available to every healthcare worker too,” said Sanjay Gupta, President and CEO. “The mobile app eliminates barriers and makes useful, actionable data accessible to every user.”

On the mobile app, users can check their 7-day and 30-day compliance rates, compliance per session, number of room entries and exits per session, and number of hand hygiene opportunities per session.

The BioVigil mobile app is part of a complete electronic hand hygiene system, including a room sensor, sink sensor, badge sensor, and robust data suite. The mobile app will soon be downloaded from Google Play and the Apple Store.

The BioVigil system has helped partners improve hand hygiene behavior, reduce HAIs by up to 83%, achieve 97% hand hygiene compliance, and improve LeapFrog quality grades.

BioVigil can be used in commercial food preparation, restaurant,s and other settings. BioVigil is in talks with several other industries to discuss future applications.

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The traditional contact center, once a room filled with rows of agents fielding customer calls, is undergoing a dramatic transformation. Driven by technological advancements, evolving customer expectations, and a relentless focus on efficiency, the contact center is morphing into a knowledge center, a hub where self-service reigns supreme.

Several Key Trends Fuel This Evolution

• The Rise of the Digital Customer: Today’s customers are digital natives, comfortable navigating online platforms and seeking information on their terms. A study by Zendesk revealed that 67% of customers prefer self-service options over contacting a live agent.
  
• The Power of AI and Automation: Advancements in Artificial Intelligence (AI) and automation technologies enable the creation of sophisticated chatbots, virtual assistants, and knowledge bases. These intelligent solutions can answer basic customer queries, troubleshoot common issues, and personalize the self-service experience.
  
• The Need for Efficiency and Cost-Effectiveness: Contact centers are constantly pressured to reduce costs and improve agent productivity. Self-service solutions can deflect low-complexity inquiries, freeing agents to handle more intricate customer issues.

Also Read: Cloud Data Warehouses: Rethinking the Martech Stack for the Future

This Shift Toward a Knowledge Center Approach Offers Several Benefits

• Improved Customer Satisfaction: Empowering customers to find answers independently can enhance their satisfaction by reducing wait times and providing control.
  
• Increased Efficiency: Automating routine tasks allows agents to focus on more complex customer interactions, improving first-contact resolution rates and reducing call handling times.
  
• Reduced Operational Costs: Self-service solutions can significantly decrease the number of calls handled by live agents, leading to business cost savings.

Injecting Intelligence into Self-Service

The key to a successful knowledge center is the intelligent application of self-service tools. Here’s how AI and related technologies are transforming how customers interact with brands:

• Conversational AI: Chatbots powered by natural language processing (NLP) can engage customers in conversations, simulating human interaction. These chatbots can answer basic questions, guide customers through processes, and even escalate complex issues to live agents.
  
• Virtual Assistants: Virtual assistants offer a more personalized approach to self-service. These AI-powered assistants can learn customer preferences and provide tailored recommendations and solutions, enhancing the self-service experience.
  
• Intelligent Search: Knowledge bases evolve from static information repositories to intelligent search engines. Leveraging AI and machine learning, these systems can understand user intent and surface relevant content, making it easier for customers to find the answers they need.
  
• Predictive Self-Service: Businesses can anticipate customer needs and proactively offer relevant self-service options by analyzing customer data and past interactions. For instance, a customer browsing a specific product on an e-commerce website might be presented with a chatbot offering assistance with product details or FAQs.

Also Read: The Personalization Revolution: Compliance and Customer Delight in the Age of AI

Examples of Knowledge Centers in Action

Several companies are leading the charge in transforming their contact centers into knowledge centers:

• JetBlue: This airline boasts a robust AI-powered chatbot that can address customer queries about flight bookings, check-in, baggage allowances, and other travel concerns.
• Hilton Hotels: Hilton utilizes a chatbot with Natural Language Understanding (NLU) to answer guest questions about hotel amenities, booking information, and loyalty programs.
• Sephora: This beauty retailer‘s virtual assistant allows customers to engage in personalized dialogues about beauty products, get recommendations based on their preferences, and even book in-store consultations.

The Future of the Knowledge Center

The future of the knowledge center is bright and brimming with possibilities. Here’s a glimpse into what’s on the horizon:

• Hyper-Personalization: Self-service will become even more personalized, with AI leveraging customer data to anticipate needs and tailor experiences. Imagine a chatbot automatically recommending products based on a customer’s past purchases or suggesting solutions specific to a customer’s account information.
• Omnichannel Self-Service: Customers can access self-service options seamlessly across multiple channels, including voice, chat, and social media platforms.
• Proactive Engagement: Knowledge centers will become more proactive, utilizing AI and predictive analytics to identify customer pain points and proactively offer solutions before problems arise.
• The Rise of Conversational Commerce: Self-service experiences will merge seamlessly with e-commerce, allowing customers to complete transactions with chatbots or virtual assistants. Imagine a chatbot guiding a customer through the entire purchase process, from product selection to checkout.
• The Human Touch Remains: While self-service will continue to evolve, the human touch will never be entirely replaced. Live agents will remain crucial for handling complex cases, offering empathy, and building long-term customer relationships. 

Also Read: 8 Top Contact Center Metrics You Need to Track for Exceptional CX

However, the agent’s role will shift from reactive problem-solving to proactive customer engagement. Here’s how

• Empowered Agents with AI Insights: Agents will be armed with AI-powered tools that provide real-time customer data and insights. Imagine an agent seeing a customer’s past purchase history and browsing behavior before interacting, allowing them to personalize their approach and offer targeted support.
  
• Focus on Complex Interactions: With self-service handling routine inquiries, agents will dedicate their time to more intricate customer issues that require human expertise and judgment. This could involve troubleshooting technical problems, resolving billing disputes, or navigating complex product configurations.
  
• Building Customer Relationships: Live agents will become customer advocates, fostering trust and loyalty. They will leverage their interpersonal skills to build rapport, manage customer emotions, and provide a personalized touch that AI cannot replicate.

The Future of Measurement: Beyond Metrics

The evolution of the contact center requires a shift in how success is measured. While traditional metrics like call handling time (CHT) and first contact resolution (FCR) will remain important, new metrics will emerge to evaluate the effectiveness of knowledge centers:

• Customer Satisfaction (CSAT): The key metric will be customer satisfaction, measured through surveys and feedback mechanisms. A truly successful knowledge center empowers customers to find solutions independently while offering the human touch when needed.
• Customer Effort Score (CES): This metric assesses the ease with which customers can find answers and complete tasks. A low CES score indicates a seamless self-service experience.
• Agent Effectiveness: Agent effectiveness will be measured by speed and ability to resolve complex issues, build customer relationships, and leverage AI insights.

Also Read: Forget the ESP! 4 Email Marketing Initiatives That Drive Real Growth

Conclusion: The Symbiosis of Self-Service and Human Expertise

The future of customer service lies in a symbiotic relationship between self-service and human expertise. Knowledge centers equipped with intelligent self-service tools will empower customers while ensuring a seamless transition to live agents when necessary. AI, driven by customer needs, will fuel this future and ultimately be measured by the quality of customer interactions. As the lines between self-service and agent-assisted interactions blur, businesses that embrace this evolution will create a truly customer-centric experience, fostering loyalty and driving business success.

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TUX Creative announced the successful integration of Los Angeles-based agency Another Creative. This strategic move is set to strengthen TUX’s position in the U.S. market by doubling the size of its team, adding impressive clients to its portfolio, and expanding its leadership body.

Already a standout in the creative scene across the U.S. and Canada, TUX offers a progressive full-service approach to consumer brands in beauty, food, fashion, technology, and finance, including Eucerin U.S., Bausch Health, Morton Salt, Converse, DP Hue, Prada Skincare, Milani Cosmetics, and Lancôme Paris. Unifying Another Creative under the TUX banner adds an exciting new dimension to the TUX portfolio including formidable brands like Nike USA, Perry Ellis, and YouTube, and reinforces TUX’s commitment to reshaping the narrative of consumer brands in the global market.

Chelsea Matthews, the visionary founder of Another Creative, will join TUX’s executive team, stepping into the role of Vice President of Creative and Partner for the U.S. business. The entire Another Creative team will join her at TUX. Chelsea’s wealth of experience and innovative perspective will contribute to shaping the creative direction of TUX going forward.

“We are thrilled to welcome Chelsea and her incredible team to the TUX house. Their work is exceptional, and they have built solid client relationships across the USA. It’s evident that our teams share the same values and possess incredible talent, making us a perfect match. Together, we’re creating an unparalleled experience that seamlessly integrates creativity, production, digital, and media, all within a down-to-earth and friendly agency setup,” said Dominic Tremblay, CEO and Co-Founder of TUX. 

“After ten years running my own studio, the opportunity to grow, collaborate and learn from the like-minded group at TUX felt like an organic next chapter for myself and my team. I have always had a deep admiration and respect for both the work and the business that Dominic and Ludwig have built, and I’m excited to join forces in building upon this solid foundation in the U.S. together.” Chelsea Matthews, Founder and ECD of Another Creative.

This move will again see TUX set itself apart as an agency by joining cultures and pioneering an international perspective through one unified operational system. Departing from conventional practices that often stovepipe approaches based on geographical boundaries, TUX will move forward with a singular, cross-border, cohesive management team that will transcend location and foster a global creative community.

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TEAM, an  integrated experiential agency within Stagwell is launching a new brand identity ahead of what it calls the “experiential renaissance.” 

“We’ve seen the industry pick itself up again, and as a result, we have had the privilege of working with clients to build even more scaled, engaging, and audacious brand moments. Our new brand identity and focused purpose captures who we’ve always been and will continue to be – a dynamic TEAM focused on creating transformative brand experiences for communities of like-minded individuals. Communities who share passions, careers, cultures, hobbies, and everything in between,” said CEO of TEAM, Dan Gregory.

As digital transformation continues to reshape the consumer-brand connection, TEAM (formerly Team Enterprises) is seeing an influx of brands looking to build affinity and engagement in the flesh, following years of pandemic-fueled digital-first experiences.

“It’s one thing to flawlessly execute a major event, but it’s another to actively guide a client in achieving real objectives; connecting with a specific community in a deeply personal and memorable way, while advancing brand(s) and business. With 35 years of honing this craft, we proudly wave our new banner high as we continue aiming to change the game,” continued Gregory.

The rollout of the new brand identity includes a refreshed website, which opens to the headline “MADE TO EXPERIENCE” boldly stated over recent client work, showcased on the homepage. An emphasizes on supercharging human connections and community to build brands is at the heart of the redesign.

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Nuvei Corporation, a Canadian fintech company, announced that it has launched direct local acquiring capabilities in Colombia, further expanding its presence in Latin America (LATAM) and strengthening its overall regional footprint.

Philip Fayer, Nuvei Chair and CEO, commented on the announcement: “Launching our direct local acquiring capabilities in Colombia augments our presence in LATAM and reinforces our commitment to growth in the region. We are already active in more than eleven markets in LATAM through direct integration into local acquirers and networks, and adding direct local acquiring capabilities in Colombia strengthens our ability to provide best-in-class services to our customers across the region.”

This announcement is the latest from Nuvei as it continues to expand its global reach and enable its partners to engage with their customers more deeply through payments, wherever they are and however they want to pay. In addition to unifying international operations via a single processing platform, businesses operating in Colombia benefit from enhanced reporting capabilities by consolidating all global transaction data, making data easier to analyze and inform decision-making.

Colombian businesses looking to scale rapidly, including through quick and efficient international expansion, can also easily leverage Nuvei’s global reach to enter new markets. Other benefits of direct local acquiring to eCommerce businesses selling to customers in Colombia through their global integration with the Nuvei platform include card authorization rate uplift, reduced settlement times from days to potentially less than 24 hours, and optimized processing resource commitments. With local acquiring capabilities in 50 markets and connectivity to 680 local APMs, Nuvei is elevating payments to a hyper-localized level in a global setting and supporting businesses to expand internationally while still optimizing their payments function.

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Shift4, an integrated payments technology provider, has launched SkyTab Website Builder, an AI-powered tool for restaurants to create a website for their business quickly and easily. This solution is free for all businesses using Shift4’s SkyTab POS system.

SkyTab Website Builder enables restaurateurs to launch their website in minutes – a process that usually takes hours or days – by simply providing a few details about their business and letting our AI do the rest. The websites are customizable to match the restaurant’s branding and are fully integrated with SkyTab’s online ordering and reservation systems to deliver a seamless customer experience. Restaurants can also sell gift cards directly through their website and connect their social media accounts.

“It’s critical for restaurants to have an online presence, but operators often don’t have the time or expertise to do this independently. With the power of AI, SkyTab Website Builder delivers an easy solution for anyone to launch a website in no time,” said Dave Hoffman, Shift4’s Chief Product Officer. “SkyTab is an all-in-one platform for restaurants – from online ordering and mobile solutions to marketing and loyalty. SkyTab Website Builder expands this ecosystem with a powerful tool for restaurants to better manage and grow their business.”

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Blu Ivy Group, an employer brand, talent research, and culture agency, announced the release of its innovative Employer Brand & Culture Index (EBCI). This comprehensive and prescriptive dashboard provides leaders with real-time analytics to track the performance of their employer brand and access data-driven insights on how it shapes their employee experience, culture, reputation, and external brand preference.

Stacy Parker, Co-Founder Blu Ivy Group, said, “What we have observed over the last decade of working with global organizations is that the employer brand industry is rapidly elevating the quality of employee value proposition and brand launches. However, the ongoing measurement and management of the work has continued to be a challenge that needs solving. We needed to provide the industry with a systemic approach to realize the full potential of their employer brand strategy over the long term.” 

This means there is no more guesswork or wasted time assembling disparate metrics. Now, leaders can measure their employer brand comprehensively, securing a competitive edge, fostering continuous improvements in talent attraction strategies, and dynamically shaping and evolving their workplace culture.

Leandra Harris, Managing Director and Co-Founder of Blu Ivy Group said, “CHROs and C-Suite leaders can now access near-real-time data, allocate resources effectively, refine strategies, and optimize both external and internal messaging. Furthermore, the EBCI enables organizations to understand top talent’s perception of their employer brand, foster employee engagement, and effectively mitigate reputation risks.”

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Kyruus Health, a care access platform, and Nicklaus Children’s Health System, a pediatric care provider, announced a collaboration to revolutionize accessibility and convenience for children and families in South Florida.

Launched in November 2023, Kyruus Health’s solutions enable Nicklaus Children’s families who prefer to self-schedule to access the right care quickly and easily through a platform that supports them in either English or Spanish, providing convenience in making appointments. In the first three months, the care access platform has helped patients complete 36,742 searches to find the right provider at Nicklaus Children’s.

Nicklaus Children’s leverages Kyruus Connect to consolidate disparate data into a single source. This integration facilitates a seamless digital experience for patients and families. It offers dynamic natural language search and scheduling options for primary care and specialty appointments with Nicklaus Children’s- employed clinicians, based on specialty, condition, or provider name.

“Kyruus Health’s collaboration with Nicklaus Children’s aligns with our commitment to provide families with world-class care and convenience,” said Adam Cava, Vice President and Chief Operating Officer of Nicklaus Children’s Pediatric Specialists, the medical group practice of Nicklaus Children’s. “We understand that today’s parents value quality and ease of access. This new platform is another way we support families accessing medical care.”

“Our team took a huge step forward in making healthcare accessible and convenient for the patients, families, and referring clinicians in our community,” said Leigh Bouskila Turk, MHA, Manager, Patient Access at Nicklaus Children’s. “We are very proud to be one of the first pediatric medical practices in Florida to offer online scheduling for select primary and specialty appointments, and we will continue to expand this service to meet our community’s needs.”

At Nicklaus Children’s, 56 percent of the patient population is Hispanic, and 32 percent are Spanish-speakers. With Kyruus Health platform’s bilingual capabilities, language barriers for families searching and scheduling their next appointment are reduced.

The care access platform also allows Nicklaus Children’s to enhance capacity utilization, strategically routing patients to advanced practice practitioners for efficient care while reducing wait times. Other benefits of the collaboration include tracking engagement and behavioral insights to improve care journeys.

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