Few patients look forward to a call about a medical bill. For GetixHealth, which handles back-office revenue cycle work for large hospital chains, provider groups and clinicians, those calls cover financial aid, payment plans and insurance queries. Every conversation that reaches the right person moves an account closer to being settled.
Around two years ago, the company replaced the contact centre platform behind that work with Webex Contact Center. Speaking to CX Today at WebexOne 2026 in Austin, Dan Womack, VP of Software at GetixHealth, says the old system had been feature-rich and closely tied into GetixHealth's core platform when it was bought, but by the end it was falling behind what the market expected.
Why GetixHealth Chose Webex Contact Center for Its Roadmap
Womack says GetixHealth went to market looking beyond feature parity. The team wanted to know what each vendor planned to ship over the next one, three and five years, and Cisco's investment in its platform stood out against alternatives he describes as solid.
We quickly realised that if a company won't keep investing in its platform, it's only good at the time of purchase.
The stakes were high. According to Cisco's case study, GetixHealth was running a legacy on-premises system with agent attrition above 50%, while planning to grow its contact centre to nearly 3,000 agents. It brought in partner CXAS to implement Webex Calling and Webex Contact Center. Womack says the roadmap Cisco presented has since been delivered, including the virtual agents and AI agent assist tools GetixHealth now uses, many of which Cisco made generally available in 2025.
AI Notes, QA and Virtual Agents Drive More Right-Party Contacts
Womack says the rollout has given agents, supervisors and the C-suite better visibility and more automation, from AI-generated notes to call recording reviews and quality assurance. GetixHealth also used the migration to rework its own workflows instead of moving old processes onto a new platform.
The aim is more calls, lower costs and more right-party contacts, the measure that matters most in revenue cycle work.
