Almoosa Health Group is a prominent private healthcare provider based in the Eastern Province of Saudi Arabia. Established in 1996 with the launch of Almoosa Specialist Hospital—the first private hospital in Al-Ahsa—it has since evolved into a comprehensive health system offering a wide range of medical services across the care continuum.
From providing primary and acute medical treatments to offering specialized and critical care to a range of patients, Almoosa Health Group needed a better way to receive calls and handle patient data. Here’s how the hospital found Webex and began a fruitful partnership.
Siloed communication challenges
Almoosa Health Group previously relied on a legacy call center model, where patients connected through different numbers depending on the department they needed. While this approach worked for many years, it gradually became less efficient as patient expectations evolved and demand for more accessible services grew.
Because communication was not fully unified, patients often had to provide the same information multiple times, and staff didn’t always have complete visibility into patient history. This created extra steps for both patients and agents, slowing down service delivery. In addition, contact was largely limited to phone calls, which did not align with the growing need for digital, on-the-go access.
Recognizing these limitations, the leadership team saw an opportunity to modernize communication and bring all channels and data into a single, secure platform. This shift would not only streamline operations but also strengthen the patient experience by providing continuity, convenience, and 24/7 accessibility.
“Having accessibility through client services was very important for us, especially after COVID-19, because our clients became more oriented toward digitalization,” said Naif Alkhwiter, Chief Operating Officer at Almoosa Health Group. “We asked ourselves, ‘How would patients prefer to use their phones?’ ‘Do they really need to come to the hospital or not?’ So, we shifted our mindset to approach our patients rather than them approaching us.”
Making the switch to unified and intelligent customer engagement
Almoosa Hospital sought a collaborative platform to simplify patient follow-ups for medical approvals and care. To achieve this vision of reimagining patient care, the hospital partnered with Cisco to implement Webex Contact Center—a unified, intelligent, and future-proof patient engagement solution powered by artificial intelligence.
While it took time to migrate from the existing legacy contact system, the Cisco Webex team and Almoosa’s Cisco Partner CONNECT-PS were right beside them. This included understanding Almoosa Health’s unique business challenges and objectives, building the proper design along with a migration plan, focusing on minimizing disruptions, and taking advantage of the latest features and enhancements to improve operations. The CONNECT-PS team of highly skilled engineers and consultants also trained the Almoosa staff, agents, supervisors, and administrators before going live, which facilitated the launch and accelerated implementation.
Benefiting from a unified system
With Webex Contact Center, 50 Almoosa Health Group agents now manage over 140,000 calls every month with 24/7 availability. Patients are connected to the right department within seconds, and agents can securely access patient history and records through a single, unified platform.
The integration with the hospital’s information system ensures data flows seamlessly across teams. Real-time dashboards and customizable reports provide insights that help staff deliver faster, more accurate, and more personalized service.
“Technology acts as the backbone for improving efficiency and delivering high-quality patient care,” said Mohamed Nasr Allah, IT Delivery Director at Almoosa Hospital. “By leveraging advanced systems like Cisco Webex Contact Center, we ensure that communication between teams is seamless, patient services are easily accessible, and care is delivered efficiently.”
Beyond efficiency, the platform has enhanced patient engagement across every touchpoint. Agents now have full visibility into patient information during calls, making interactions smoother for patients and more satisfying for staff. At the same time, patients enjoy multiple channels to reach the hospital; by phone, app, or digital platforms—all unified through Webex.
“As of today, Almoosa has one of the most comprehensive client service departments, where patients can approach us by phone, applications, or digital channels, all through Webex,” said Naif Alkwhowiter, Chief Operating Officer.
The solution has also reduced missed or late appointments by enabling proactive reminders and notifications. This helps patients stay on top of their schedules, while allowing agents to optimize capacity and ensure care is delivered when it’s needed most.
“Implementing cutting-edge technologies and automated platforms significantly enhances our operational efficiency, reducing wait times and improving patient flow,” said Diaa Kamal, CIO at Almoosa Hospital.
Almoosa Health Group’s plans for further enhancement
Almoosa Health Group’s adoption of Webex Contact Center successfully transformed its patient services, creating a more connected, efficient, and patient-centric healthcare experience. But the team isn’t going to stop there. The hospital plans to further leverage the platform’s capabilities, specifically Webex AI Agent, Cisco AI Assistant, and campaign management to continue enhancing patient engagement and driving innovation.
“We are proud to partner with Cisco to provide seamless connectivity between our facilities to empower our caregivers to access patient information and provide quality service from anywhere, at any time,” said Kamal.
Want to see the same results within your organization? Connect with our team to learn what a partnership with Webex could look like.
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