This week, our team heads to Las Vegas for the 2025 HIMSS Global Health Conference & Exhibition—a hub for healthcare innovators exploring the latest digital health advancements. At the heart of this innovation is the power of technology to improve patient care, streamline operations, and enhance collaboration across the healthcare ecosystem.
That’s why we’re proud to spotlight three 2024 Webex Customer Award winners and finalists whose work embodies these goals. By harnessing AI and advanced communication tools, these leaders are transforming how healthcare organizations connect, collaborate, and care for their communities.
1. How Cigna leverages Webex and AI to transform hybrid work and healthcare
With more than 70,000 employees and $180.5 billion in annual revenue, The Cigna Group operates on a massive scale. After the pandemic shifted how work gets done, Cigna turned to the Webex Suite to support its hybrid work strategy—creating a more connected, flexible environment for its global workforce. This isn’t just about video meetings; it’s about fostering collaboration that drives better patient and employee outcomes.
Now, Cigna’s Center of Excellence is taking things further by preparing to roll out Cisco AI Assistant for Webex. Features like Meeting Summaries will cut down on administrative work, allowing teams to focus on high-impact initiatives. For an organization managing the complexities of global healthcare delivery, these improvements translate to faster decisions, smoother collaboration, and ultimately, better care for the communities Cigna serves.
2. Burrell Behavioral Health revolutionizes crisis support with Webex
In the world of behavioral health services, effective communication can be a lifeline. Burrell Behavioral Health exemplifies this by impacting over 60,000 clients annually across the Midwest. With over two million calls managed every year, including critical interactions through the 988 Suicide and Crisis Lifeline, Burrell recognized the need for a robust and scalable communication system to support its growing demands.
The necessity for an advanced communication infrastructure became even more pressing following a significant merger, which expanded Burrell’s workforce from 1,500 to 5,000 employees. This expansion required a centralized system that could maintain high efficiency and reliability across the board.
Enter Webex Contact Center and Webex Calling—technological solutions that have transformed Burrell’s operations. By integrating these platforms, Burrell achieved an impressive 99.9% uptime, ensuring seamless collaboration and communication within its expanded team. This technological shift was crucial in supporting Burrell’s mission to provide immediate and reliable crisis support.
The launch of the 988 Suicide and Crisis Lifeline marked a pivotal moment for Burrell. This initiative guarantees clients have direct access to crisis support workers when they need it most. The centralized administration offered by Webex Control Hub provides Burrell with vital analytics, helping the organization understand staffing needs and optimize resource allocation during high-demand periods.
Incorporating Cisco AI Assistant into their system has further enhanced Burrell’s capabilities. Advanced call routing and real-time insights allow the organization to scale efficiently, maintaining a client satisfaction rate of over 90%. This technological edge ensures that Burrell can meet the demands of their clients effectively and promptly. By embracing innovative solutions, Burrell not only meets the immediate needs of its clients but also sets a benchmark for effective crisis support in the future.
Read the full Burrell Behavioral Health story here.
3. Mercalis Enhances Life Sciences Customer Experience with AI-Driven Webex Solutions
Serving over 500 life sciences companies and supporting 36 million patients, Mercalis plays a vital role in connecting people to the healthcare solutions they need. As the company continues to expand, it recognized the need to evolve its customer experience approach to meet growing demands.
With 1,000 contact center agents managing more than 400,000 monthly calls, the organization faces unique challenges—especially during peak seasons like New Year’s re-enrollment, when call volumes can double overnight. To address this, Mercalis relies heavily on technology to support and enhance service delivery.
To handle these demands, Mercalis transitioned to Webex Contact Center’s cloud-based platform. The switch wasn’t just about handling more calls—it was about delivering a higher quality experience. AI tools and features like Topic Analytics and conversation summaries help agents resolve issues faster and provide more personalized support. Meanwhile, the centralized management portal, Webex Control Hub, provides intuitive dashboards and real-time performance data, making it easier for technical resources to maintain systems and for agents to deliver excellent customer support.
Looking ahead, Mercalis plans to leverage sentiment analysis and advanced call summarization to further refine customer interactions. By tapping into these AI tools, they’re setting a new standard for patient support in the life sciences industry.
Read their case study here.
Charting the future of healthcare transformation.
As the 2025 HIMSS Global Health Conference & Exhibition wraps up, one thing is clear: healthcare’s future will be shaped by organizations willing to embrace change. The 2024 Webex Customer Award winners and finalists—Cigna, Burrell Behavioral Health, and Mercalis—exemplify how technology, when thoughtfully applied, can drive transformative results. From making hybrid work more effective to ensuring critical crisis support is always available and enhancing patient experiences, these innovators are setting the pace for what’s next in healthcare.
Their commitment to digital transformation isn’t just about adopting new tools—it’s about solving real-world challenges that directly impact patient care and operational efficiency. By combining human ingenuity with cutting-edge technology, these trailblazers are creating a more resilient, patient-centered healthcare system. Their success stories are a reminder of what’s possible when innovation, collaboration, and purpose come together.
Here’s to the healthcare leaders pushing boundaries, inspiring progress, and shaping a healthier, more connected world.
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