As Valeris continued to grow, rising call volumes and increasing operational demands put pressure on its customer service teams. The company needed to get the right information to agents faster, reduce response times, improve accuracy, and better connect customer data across its Cisco telephony and Salesforce CRM environments, all while maintaining a low mean time to resolution.

Partnering with Bucher + Suter, Valeris created a more streamlined and customer-centric contact center experience. By connecting patient data, case information, and routing intelligence, agents could resolve issues faster, reduce transfers, and deliver more personalized support. The result was dramatically faster response times, improved first-call resolution, and reduced frustration for both patients and agents.