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News : Gitex 2020: American Hospital Dubai Picks Avaya to Modernise Contact Centre

#contactcenterworld, @Avaya

Dubai, UAE, Dec 8, 2020 -- American Hospital Dubai (AHD) has picked Avaya to upgrade its call centre operations and customer relationship management capabilities.

The partnership sees American Hospital Dubai adopt a suite of digital contact center services that will enhance its teams’ ability to communicate with patients.

The core Avaya OneCloud CCaaS solution is complemented by a range of apps designed to address the patient journey, creating a connected patient experience from appointment to post-care.

The digital solutions implemented by American Hospital Dubai give patients a range of ways to connect with the provider, supporting multiple inbound and outbound communication channels. They also streamline back-end systems that process data and information.

Through a CRM Connector that integrates with the hospital information system (HIS), the hospital has shortened patient call response times. This is supplemented by an Extensive Knowledge Base, which reduces call times, ticket-issuing time, and improves patient satisfaction.


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A Customer Survey Module transfers callers to a post-call survey to rate agent performance and service. This feeds into a comprehensive dashboard, enabling the hospital to monitor customer satisfaction and NPS levels.

Meanwhile, a Social Media Connector enables the hospital to communicate with patients via various social media channels, while a Call Back Module manages dropped and missed calls automatically, and can be fed into an outbound campaign. Finally, an Automated SMS notification service helps the hospital to reduce last-minute cancellations.

"The need to extend the patient experience into the digital realm, to cover every aspect of the healthcare journey, is well understood by the team at American Hospital Dubai, and we are glad to enable their ambitions with our global expertise," said Nidal Abou-Ltaif, president, Avaya International.

The connected patient experience platform deployed at the American Hospital Dubai is being demonstrated on Avaya’s stand at Gitex Technology Week, where the company is exhibiting under the theme of "Every Experience Matters".

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, news correspondent
Source: https://gulfbusiness.com


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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Today's Tip of the Day - Every Contact Counts

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

Published: Wednesday, December 9, 2020

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2021 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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