Cost-Neutral Cloud Contact Center Migration for a National Healthcare BPO
National healthcare BPO · Hundreds of client accounts · End-of-life call routing & WFM platforms · Work-from-home operations
The Challenge
A national healthcare BPO serving large hospital systems and healthcare groups was operating on call routing and workforce management platforms that had reached end of life. The limitations had become critical: agents struggled with fragmented interfaces and missing functionality — problems that intensified when the organization shifted to a work-from-home model.
With hundreds of client accounts depending on reliable service delivery, leadership needed more than a simple platform refresh. They needed a modern, cloud-based contact center solution that would serve as a growth driver — enabling employee performance, improving decision support for agents, and integrating with existing systems like payroll.
The challenge: find a platform that delivered significantly more capability — including speech recognition, natural language processing, and streamlined data management — while remaining cost-neutral or better compared to current spend.
Our Approach
Blue Orbit partnered with the organization's leadership and technology teams to build a clear path from legacy infrastructure to a modern cloud platform:
Requirements definition — We facilitated collaborative business and technology design sessions to map current performance gaps, identify must-have capabilities, and define the functional requirements for the new platform — including AI-powered features like speech analytics and decision support tools.
Vendor curation & evaluation — We researched and curated a targeted set of cloud contact center providers capable of meeting the organization's forward-looking architecture needs. Each vendor was evaluated against operational fit, investment profile, and ability to deliver advanced capabilities like NLP and automated data management.
Cost modeling — We built a detailed cost model that demonstrated how the organization could increase platform capabilities while reducing overall spend — proving that a modern, AI-enabled platform could be secured at a lower cost than the legacy infrastructure it would replace.
Implementation planning — We developed fully-researched implementation options designed to align with the expiration timeline of existing maintenance contracts, ensuring a seamless transition with no service disruption.
The Results
12-15% projected cost savings — The cost model demonstrated that the organization could expand functionality significantly while spending 12-15% less than current platform costs — turning a technology upgrade into a financial win.
AI-ready platform shortlist — A curated selection of cloud contact center providers capable of delivering next-generation capabilities: speech recognition, natural language processing, decision support, and streamlined data management across hundreds of client accounts.
Contract-aligned implementation roadmap — Fully-researched deployment options timed to beat the expiration of current maintenance contracts, eliminating the risk of service gaps or emergency renewals.
Future-proofed architecture — The selected platform approach positioned the organization to scale with AI and automation capabilities, moving from a fragmented legacy environment to a unified, cloud-native infrastructure designed for growth.
Running on End-of-Life Platforms?
Legacy infrastructure doesn't just limit your agents — it limits your growth. We help healthcare organizations build a clear path to modern, AI-ready contact center platforms without blowing the budget.