WestCX has announced the launch of WestCX Orchestrate, a new platform designed to serve as a system of action for highly regulated sectors.
The platform aims to bridge the gap between fragmented engagement and coordinated, outcome-driven execution in industries such as healthcare, financial services, and life sciences.
The launch addresses a persistent challenge in the CX space: while many organizations possess the tools to manage records and facilitate communication, they often lack the infrastructure to coordinate actions across disparate systems, teams, and channels. WestCX Orchestrate functions as an orchestration layer that sits atop existing CRM, EHR, CCaaS, and CPaaS platforms, unifying data and decisioning in real-time.
Sam Meckey, president of WestCX, said:
“Enterprises do not need more fragmented outreach. They need a way to coordinate engagement across systems, channels, and teams. WestCX Orchestrate is that orchestration layer. It helps regulated organizations connect conversations, campaigns, and AI-driven execution in a governed way that improves outcomes and makes engagement measurable.”
A Targeted Rollout in Pharmacy
The platform is initially launching within the pharmacy sector, where the stakes for coordination are particularly high. In this environment, fragmented communication often results in missed medication refills and decreased patient adherence. By integrating with more than 30 enterprise platforms, Orchestrate uses an AI-driven intelligence layer to analyze signals and determine the “next best action” across SMS, voice, RCS, web chat, and email.
Karen Staniforth, strategic healthcare advisor and former chief pharmacy officer at Rite Aid, commented:
“Medication adherence is one of the most persistent challenges in pharmacy, and it often comes down to reaching patients with the right message at the right moment in their care journey. WestCX Orchestrate brings coordinated, intelligent patient engagement that wasn’t previously possible, reducing friction to deliver measurable improvements in adherence and a simplified patient experience.”
Compliance and Expansion
Designed to meet rigorous security standards—including HIPAA, HITRUST, SOC 2, and PCI—the platform allows organizations to automate workflows like appointment scheduling and payments without sacrificing auditability.
While the initial focus remains on pharmacy, WestCX plans to expand the platform’s capabilities across healthcare providers, payers, and financial services throughout 2026. The company states that the platform is built on insights derived from over 122 million patient and consumer interactions.