Description
Why did Aeroflow Health move 600+ contact center agents to Zoom Contact Center and Zoom Phone? Ashley Merrill, VP of Executive Initiatives, shares the story behind the decision.
Aeroflow Health makes it simpler for patients to get insurance-covered medical supplies, from breast pumps and CPAP machines to urology supplies. With 175,000 physician partners and 42% of US births coming through the company, patient support sits at the center of everything it does.
In this customer story, Ashley, a 10-year Aeroflow veteran, explains why the company deepened its partnership with Zoom and what the rollout looks like so far:
- Why customer support is central to Aeroflow’s operations
- Moving from legacy desk phones and a patchwork of systems from a previous vendor to one unified cloud platform
- Rolling out Zoom Contact Center and Zoom Phone to all agents across the US, completed in July
- Teaching 20+ lactation class topics, seven days a week, on Zoom Video
- Adding Zoom Quality Management and Workforce Management (in progress)
- What’s next: exploring AI-powered self-service with Zoom Virtual Agents, without losing the human touch
*Chapters:*