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Allscripts Improves Call Quality, ServiceNow Connection, and Innovation with PureCloud - Altivon - ContactCenterWorld.com Blog

Allscripts Improves Call Quality, ServiceNow Connection, and Innovation with PureCloud

Healthcare IT vendor Allscripts recently faced a significant and costly upgrade for their operating system environment. At the same time, their premise-based contact center system was up for annual maintenance renewal. Allscripts decided to take the opportunity to simplify contact center operations and move to the cloud—a move that was in line with their general commitment to cloud migration.

Allscripts is a global enterprise, with a large concentration of agents in the US and India, and a smaller presence in Canada, Israel, Australia, and Europe. The organization has about 1300 agents and 200 supervisors worldwide. Concurrent usage was estimated at 800 licenses. Agents also need easy access to ServiceNow data when interacting with customers. To ensure business buy-in, requirements included the new cloud solution had to be delivered in a phased approach—something that became an additional project challenge when COVID-19 struck during the project.

In mid-2019 Allscripts selected Genesys PureCloud (now Genesys Cloud) as their solution and Altivon as their solution provider. For Genesys, this would be one of the largest customer migrations from PureConnect premise to PureCloud. Altivon has 30 years of contact center solutions experience and an 8-year technology partnership with Allscripts. “The Altivon team very much understands our business, SLA needs and team skill levels,” said David Heath, Allscripts Director of Information Technology. “They are well suited to the way we work.”

Read the Full Allscripts case study.

Source: http://www.altivon.com/allscripts-improves-call-quality-servicenow-connection-and-innovation-with-purecloud/

Publish Date: January 17, 2021 5:00 AM


2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
PH: 1-720-362-5005
 



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