News : Avaya Powers Inaya Transformation of Contact Centre
Kuwait City, Kuwait, April 25, 2016 -- Kuwaiti's Inaya Medical Center is collaborating with Viacomms Telecom and Avaya to transform its contact centre operations. The Avaya system provides patients with a seamless and personalised interaction experience with the centre across multiple communication channels. It additionally ensures all queries are automatically routed to the right agent.
The customer engagement platform is further enhanced by Viacomms customized software modules such as automated systems to call patients and remind and reconfirm, cancel or reschedule upcoming appointments. Additionally, it creates a call list which is updated automatically when an incoming call is missed, to ensure that customer queries are later attended to by an agent at the contact centre. A feedback module allows the patients to rate their experience after a visit to the clinic and after every interaction with agents.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, April 26, 2016