Santa Clara, CA, USA, May 22, 2019 -- Avaya Holdings Corp. (NYSE: AVYA), a provider in communications solutions for the healthcare industry, announced that Emergencias, a health services provider focused on urgent care, has implemented new Avaya IX Contact Center to accelerate its digital transformation ensuring seamless and flexible communications with users. Avaya IX Contact Center will also help the company consolidate its communications infrastructure, improve its customer service processes.
Emergencias is a provider in the healthcare and out-of-hospital emergency services sector, which has grown steadily and expanded both at home and abroad.
Responding to such a large volume of calls while ensuring seamless service represented a major technological obstacle for Emergencias as it had no automated distribution or priority structure in place for its services and VDNs, making it difficult to calculate call abandonment rates or define metrics for improving performance. This led to suboptimal levels of service and customer satisfaction, disproportionate and unequal staff workloads, and higher cost.
"When we were evaluating potential technology providers, we looked at several brands, including Avaya, Cisco and Genesys, among others," said Germán Nájera, CTO, Emergencias. "The key difference was that Avaya demonstrated the ability to listen and really ascertain our issues and the user experiences we were trying to achieve in order to understand our business before recommending and implementing the technology. Avaya was fully involved with us through all aspects of our process, and we worked in conjunction with them to reconfigure our communication system."
"With Avaya our contact center is much more efficient with the same amount of people, and we have increased the volume of calls we can handle by almost 40 percent. Agent availability is now automatic. Thanks to digital telephony, through a SIP, costs have decreased significantly, and we now have the opportunity to grow and increase the range of services we offer."
"An open and flexible communications solution that offers automation and real-time analytics plays a critical role in successfully transforming organizations in the healthcare sector," commented Daniel Sacks, engineering director, Avaya. "In conjunction with the leadership team from Emergencias, we developed a roadmap to optimize the experience of patients and other callers, driving significant improvements to waiting times, reducing the number of lost calls to almost zero, and maximizing agent performance by leveraging a more robust communication solution to drive efficiency and help them grow."
Posted by Veronica Silva Cusi, news correspondent
Avaya 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.
Published: Friday, May 24, 2019
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