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News : ENT and Allergy Associates Deploys RingCentral’s Cloud Communications Solution

#contactcenterworld, @ringcentral

Tarrytown, NY, USA, Sept. 10, 2020 -- ENT and Allergy Associates, LLP (ENTA), announced that it has partnered with RingCentral, a provider of global enterprise cloud communications, collaboration and contact center solutions to utilize its Contact Center solution to communicate with patients and provide them with the best possible care, while enabling Patient Rapid Response Center (PRRC) employees to work from anywhere driving increased flexibility.

ENTA has more than 220 physicians practicing in 43 office locations across New York and New Jersey and provides care to more than 90,000 patients every month. In recent years, ENTA undertook a major initiative to deploy a centralized call center, the Patient Rapid Response Center (PRRC), in order to deliver on the organization’s mission of providing the best possible service to patients at every available touch point. When the COVID-19 pandemic hit, ENTA quickly realized that their legacy on-premise phone system was struggling to keep pace with the increase in patient calls they were experiencing and lacked the flexibility and mobility that their staff needed to connect with patients from any location.

In order to improve patient engagement and communication, the healthcare specialist launched the RingCentral Contact Center solution across all locations in order to better serve patients and meet their needs in a timely manner – all from one centralized location. RingCentral also allowed PRRC employees to stay connected while working from home.

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"Having a positive patient experience is among the most important aspects of what we do. RingCentral’s advanced technology allows us to continue to improve that experience, as well as offer our PRRC representatives more flexibility than ever," says ENTA’s Chief Operating Officer Nicole Monti-Spadaccini. "When the COVID-19 outbreak was declared a global pandemic, we realized almost immediately that our existing phone system was not equipped to support, and keep pace, with the ever-growing demands of our patients. It became clear that launching RingCentral's cloud communications solutions across our entire call center was paramount to maintaining the highest levels of customer satisfaction and patient engagement that our clients deserve, and that we pride ourselves on."

"Making our patients happy and healthy is of utmost importance, especially during these most challenging of times," noted ENTA’s CEO Robert Glazer. "Launching RingCentral in just a matter of days ensured our ability to provide a state-of-the-art communications platform for all of our patients, while also empowering our employees to remain productive and stay connected—whether they were present in the call center or working from home."

"The COVID-19 pandemic has been a wake-up call for businesses all over the world, especially healthcare providers. Remote access to technology platforms is not just the future; it’s very clearly the present and the standard for organizations going forward," says Robert Green, MD, President of ENTA. "The RingCentral platform effectively amplifies our communications and collaboration capabilities so that our patients, and our employees, are fully connected well into the future."

"Our mission is to provide our customers with the communications and collaboration capabilities they need to stay connected and productive from anywhere," said Vlad Shmunis, CEO at RingCentral. "It’s great to see how ENTA has been able to modernize their communications infrastructure to better serve their patients, especially during this time of crisis."

#contactcenterworld, @ringcentral

Posted by Veronica Silva Cusi, news correspondent

About RingCentral, Inc.:
Company LogoRingCentral is a publicly traded provider of cloud-based phone systems for businesses. It is headquartered in Belmont, California and has offices in Denver, Colorado; Manila, Philippines; Xiamen, China; St. Petersburg, Russia and Odessa Ukraine.
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Today's Tip of the Day - Customer Feedback

Read today's tip or listen to it on podcast.

Published: Monday, September 14, 2020

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2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.



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