Texas Health Benefits Pool weatherproofs contact center by migrating to the cloud

The challenge

During a historic snowstorm in 2021, TXHB was one of the 4.5 million homes and businesses that lost power. The server for their on-prem contact center was also down, which meant members were unable to reach TXHB by email or by phone and employees could not communicate within the organization for a week.

The solution

Texas Health Benefits Pool’s mission and unofficial motto is ‘Texans serving Texas.’ They wanted to ensure that future emergencies would not get in the way of that north star ever again. They decided it was time to migrate their on-prem contact center to Genesys Cloud and partnered with TTEC Digital to help.

The result

By moving to the cloud, Texas Health Benefits Pool is experiencing benefits like:

• 61% yearly savings on off premise phone lines
• 54% decrease in talk time using IVR verification
• 31% improvement in onboarding and transitions
• The ability to hire agents remotely across Texas and the United States