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News : Avaya Supports Healthcare Providers with Free Collaboration and Contact Center Apps

#contactcenterworld, @Avaya

Santa Clara, CA, USA, April, 2020 -- As healthcare workers around the world face the daily challenges of responding to COVID-19, Avaya Holdings Corp. (NYSE:AVYA) continues to enhance their ability to deliver critically needed support and care. The company announced it is providing communications and collaboration solutions for free to healthcare organizations in order to help them stay connected, productive and safe.

Avaya solutions are helping providers address the unprecedented demands on them, such as an increase in patient care and inquiries, the pressing need to proactively outreach to their communities, and an ability to virtually connect patients, family members and care teams, especially with staff working from home or in temporary locations.

WellMedic Health Centers, a health and wellness center in Latin America, implemented Avaya communication and contact centers solutions for remote agents to address their current challenges. "In a moment like this with whole world impacted by COVID-19, we have to act immediately, and with Avaya’s support, in just over a weekend we were able to move our traditional call center to a remote deployment without interrupting service to doctors, their patients or our team," said Carlos Araiza, IT Leader at WellMedic. "They quickly helped us develop our contingency strategy and implement the appropriate solution."

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"Our deepest gratitude goes out to the healthcare workers and organizations on the front lines battling COVID-19. Many of the providers who work with Avaya have told us how critical it is to stay connected and engaged with colleagues, patients and communities," said Jim Chirico, Avaya President and CEO. "In the early days of the pandemic, we worked with hospitals to quickly donate and deploy collaboration apps and technology to support their efforts. Now we know it’s critical to support them with new capabilities that can help during this unprecedented global health challenge."

The free software offers Avaya is providing for healthcare organizations include:

- A complementary 60-day subscription for the Avaya Spaces cloud meeting and team collaboration app that enables online virtual patient visits where care team members and patients can connect, meet and share across any device, using video, voice, chat and more. It also allows staff to create "spaces" for frequent topics and ongoing projects, and the entire healthcare team can work and meet wherever they might be.

- A complementary 90-day subscription for Avaya Cloud Notification Solution (ACNS), the modular cloud-based notification system that provides real-time communication when it matters most. Automation capabilities include Hotlines, Auto Forms, Auto Attendant, Custom IVR, and notifications to enable healthcare workers to quickly manage inquiries on-demand, conduct outreach to patients, gather and share information about patients and prioritize call backs.

- A 90-day complimentary license for contact center customers to convert their existing office-based contact center agents to remote workers. Avaya contact center solutions for remote agents can help address the health and safety concerns for staff while enabling them to effectively and efficiently respond to the increasing volume of patient and community inquiries. In response to COVID-19, Avaya has enabled customers to empower several hundred thousand contact center agents to now work remotely.

- Complementary 90-day licenses to a wide range of Avaya unified communications solutions compatible with virtually every Avaya platform, to enable healthcare providers to transition their teams into remote work environments to stay safe while being able to stay productive and collaborate from anywhere.

HIPAA-compliant options for Healthcare, supported by an independent third-party audit, are available for Avaya Cloud Office, Avaya Cloud Notification Solution (ACNS), Avaya OneCloud IX Contact Center, Avaya OneCloud ReadyNow, Avaya Conversational Intelligence, and for Avaya Managed Services premise-based solutions.

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, news correspondent

About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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Published: Tuesday, April 7, 2020

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2020 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
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