Hospital & Healthcare Organization
Hospital & Healthcare Organization
Hospital & Healthcare Organization partnered with CXponent to replace aging, end-of-life telephony systems with a centralized Zoom Unified Communications and Contact Center platform. The transformation improved patient communication, increased staff mobility, and reduced operational risk while creating a scalable foundation for future growth.
Challenge
Hospital & Healthcare Organization was preparing for a large-scale UC/CC migration in a highly complex healthcare environment spanning multiple hospitals, outpatient clinics, and stakeholder groups. While the technology strategy had been defined, the organization lacked dedicated program and change management resources to coordinate the migration across the business. Previous migration challenges, limited internal experience with enterprise-scale transformations, and reduced executive oversight heightened the risk of delays, misalignment, and business disruption.
Solution
After identifying a gap between the vendor-led implementation and the organization's readiness to execute the migration successfully, CXponent introduced its Migration Assurance service. Acting as an extension of the client team, CXponent provided dedicated program and change leadership resources, established governance structures, coordinated stakeholders across hospitals and clinics, and served as the bridge between vendor implementation teams and business stakeholders. The engagement focused on maintaining alignment, managing communication, resolving issues proactively, and ensuring the migration remained on track while staying within budget constraints.
Results
Through CXponent's Migration Assurance engagement, Hospital & Healthcare Organization improved coordination and communication across hospitals, clinics, and functional departments, reducing execution gaps and organizational friction. The organization strengthened oversight of project progress, risks, dependencies, and stakeholder readiness while mitigating concerns stemming from previous migration challenges and limited internal experience. As a result, executive leadership gained greater confidence that the migration would be successfully executed despite the complexity of the environment and the scale of organizational change required.