A headquarters move can be more than a change of address. For one healthcare company, it became an opportunity to take a fresh look at how technology supported its employees, customers and future growth. What began as a conference room project ultimately uncovered a broader opportunity spanning the contact center, communications, connectivity, data center infrastructure and workplace technology.

Executive Snapshot

• Client Type: Healthcare
• Contact Center: Approximately 650 agents
• The Challenge: Use a new headquarters project to rethink an established technology environment and better support evolving employee and customer needs
• The Outcome: A coordinated technology roadmap spanning workplace collaboration, communications, contact center modernization, AI-enabled customer experiences, connectivity and infrastructure
• Solution Areas: Collaboration technology – Zoom Contact Center, Zoom Phone, Zoom Virtual Agent, Logitech, digital signage, connectivity, integrations

The Challenge

The engagement began with a straightforward request: help equip the conference rooms at the healthcare company’s new headquarters.

During an onsite assessment, Justin Hester, Paragon Micro’s Intelligent Enterprise and Customer Experience AE, walked both the existing and future headquarters with the customer. Rather than limiting the conversation to room technology, Justin began asking how the organization planned to communicate, connect its new building, support employees and serve customers once it moved.

Those questions uncovered a much larger opportunity. One of the most significant involved the company’s approximately 650-agent contact center. The organization had been on the same platform for nine years, relying primarily on traditional capabilities such as routing, reporting and call recording.

The technology still worked. But that was precisely the challenge. Over those nine years, contact center technology had evolved significantly. AI-assisted interactions, customer self-service and more integrated communications had created new possibilities that weren’t part of the conversation when the existing environment was implemented.

For the customer, the headquarters move created a natural opportunity to evaluate technology based on where the business was going rather than simply recreate its existing environment in a new building.

There was also a competitive consideration. Collaboration, contact center and AI capabilities were evolving quickly, and maintaining the status quo could mean overlooking opportunities to improve how employees worked and customers interacted with the business.

“The risk of not innovating is that your competitors will innovate and they’ll out-execute you. If we can enable better communication internally and better customer-driven communication, ultimately, we’re helping enable their business.” — Justin Hester, Intelligent Enterprise and Customer Experience AE

The challenge therefore became much larger than outfitting a new headquarters. The company needed a coordinated strategy for connecting workplace technology decisions to the employee experience, customer experience and broader direction of the business.

The Solution

Paragon Micro helped turn the individual requirements uncovered onsite into a coordinated technology roadmap.

For the contact center, the team evaluated multiple platforms before recommending Zoom as a foundation for calling, contact center operations and AI-enabled customer experiences.

Over approximately three months, Paragon Micro coordinated demonstrations and planning sessions across IT, leadership, customer care and development teams. The process was particularly important because the company relied on numerous internal systems that required API integrations, making the development team an essential part of planning and implementation.

The resulting solution included Zoom Contact Center, Zoom Phone and Zoom Virtual Agent. Zoom Virtual Agent introduced the ability to provide 24/7 self-service for common customer requests, reducing the need for an agent to handle every interaction and creating another way to manage demand during high-volume periods. AI-assisted capabilities also created new possibilities for the company’s approximately 650 agents. During customer conversations, Agent Assist can surface relevant information and recommended actions in real time, helping employees find answers more quickly and potentially helping new agents become proficient faster.

The strategy extended beyond the contact center. Paragon Micro continued coordinating conference rooms, connectivity, data center requirements, digital signage, hotel desking and other workplace technologies uncovered during the initial assessment.

Instead of approaching each requirement as an independent purchase, the company could now consider how those technologies would work together across its new headquarters and broader environment.

Why Paragon Micro

The value of the engagement began before a product was selected. Paragon Micro entered the project to scope conference rooms but used the onsite visit to understand how the organization actually planned to operate. Questions about communications, connectivity, infrastructure, employee workflows and customer service exposed needs that would have been easy to overlook if the conversation had remained focused solely on meeting-room hardware.

Once those opportunities were identified, Paragon Micro helped organize the people and technology required to address them.

A weekly working cadence brought the customer, Paragon Micro and relevant technology partners together to review progress, answer questions and manage changes. Shared documentation gave stakeholders visibility into room requirements, layouts and project decisions as the headquarters continued to evolve.

Different workstreams required different combinations of stakeholders. The contact center brought together IT, customer care and development teams. Connectivity required coordination between network and data center resources. Collaboration brought Paragon Micro, Logitech and the integration team together around individual spaces.

“You build a team and go through the process with that team. Every piece of that project had a version of that. There’s a lot of communication, but you need the right people with you along the way for every little touch.” — Hester

That coordination was particularly important because the projects weren’t happening sequentially. Conference rooms, connectivity, contact center deployment and infrastructure requirements were progressing in parallel as the headquarters itself continued to take shape. By maintaining a consistent cadence and bringing the right specialists into each conversation, Paragon Micro helped the customer manage those moving pieces as parts of one larger strategy.

The result was more than a collection of technology upgrades. What began as a request for conference room technology became a roadmap for how the company could use its headquarters move to create a more connected workplace, modernize customer interactions and build a stronger foundation for continued innovation.

 

The Results

With implementation underway, the organization established a foundation to:

• Modernize a contact center platform that had been in place for nine years
• Support approximately 650 agents with more integrated communications
• Introduce 24/7 self-service and AI-assisted customer interactions
• Connect communications with existing internal systems through API integrations
• Coordinate collaboration, connectivity, data center and workplace technology around the new headquarters
• Maximize platform savings