AOK Nordost serves more than 1.8 million insured members and needed a contact center infrastructure that was highly available, flexible, and scalable. The organization wanted to modernize customer service, reduce costs, and support additional digital channels such as email and chat.

Working with Bucher + Suter and Cisco, AOK Nordost implemented a modern contact center solution that streamlined operations, connected more than 100 locations, improved reporting and monitoring, and created a stronger foundation for customer service.