Voice Engineer Robert Bibey gets international honor from Cisco Webex

Robert Bibey helps connect some of the most important phone calls people will make in their lifetimes. As Brightli’s voice engineer, he built and maintains the Webex Calling system Burrell Behavioral Health uses for all of its telephone call management. 

Brightli and its subsidiaries field more than 1.2 million phone calls per year. The Webex calling system at Brightli has a 99.9% uptime, a measurement of a system’s reliability, and a customer satisfaction rating of more than 90 percent. 

Bibey won Cisco Webex’s 2024 Luminary Award, which is given to persons in companies who are advocating for Webex and are “visionaries in their organization, driving change by rallying others to embrace Webex.” 

Bibey was honored for leading a Webex solution to support Burrell Behavioral Health’s 988 Suicide and Crisis Lifeline, delivering lifesaving access control and call response times. He received the award at the Webex Customer Awards in Ft. Lauderdale, Florida. He sat at the same table as Webex customers from the health care, financial, government, telecommunications and retail sectors, among others. 

“I am absolutely obsessed with waking up every morning and doing what I do. I love it, I love the company,” Bibey said. “I can’t buy that type of happiness with a job. You just can’t do it; it’s extremely hard to find that.” 

In 2021, Burrell Behavioral Health moved its call management system to a cloud-based platform from Webex. The involved moving away from using 10 different phone carriers in 42 locations. 

“The direction at the time that Burrell was taking was to go full cloud with everything,” Bibey said. “Webex was not the cheapest option, but it afforded us the best way to grow the company.” 

In 2023, Webex recognized Burrell Behavioral Health with its Bold Explorer in Healthcare Award. Burrell won for the manner in which it changed its call center environment to Webex and the speed at which its team members made the conversion. 

While Bibey won the 2024 Luminary Award, he was quick to credit Burrell Vice President of Client Contact Services Laura Burnett, System Director of Centralized Scheduling Mike Jeziorski, Manager of Centralized Scheduling Sean Redus and System Director Jarrett Newberry for the work that helps Burrell handle more than 200 agents and more than 6,000 user licenses for Webex Calling across Brightli, Inc., Burrell’s parent company. 

There’s a new challenge ahead. 

By 2027, Bibey says almost all of Brightli’s subsidiaries will migrate calling into Webex, so all of Brighti’s call center operations are under the same umbrella. That will mean changes at Preferred Family Healthcare, Places for People and Clarity Healthcare. In the nearer future, calling operations for Southeast Missouri Behavioral Health will migrate into Webex, with Bibey writing and overseeing the project plan. 

“It falls under my radar to make sure that we’re offering our users the best of the best, and Webex is — that is the absolute Cadillac of all call services we have — but also to make sure that we maintain integrity with our clients and we’re accessible when we need to be accessible,” Bibey said.