Within the healthcare industry, we are trying to match the patient with the best provider. With the DCCM tool, it has helped us manage the thousands of doctors’ lines that come into the facility, and we’ve been able to skill them and route them to the best agent who can help match the patient to the right physician to get the care they need. It is critical for us to do that, and the DCCM tool allows us to do it quickly, efficiently, and drive down response times. In addition to improving First Call Resolution, the DCCM tool has templates that have allowed us to reduce errors when making changes to large call centers. Because we can schedule those changes, they can be templatized and applied at will, reducing errors and ultimately increasing First Call Resolution.