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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.

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 - The Experience

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

Published: Wednesday, December 9, 2020

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2022 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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