Riyadh, Saudi Arabia, Nov 8, 2016 -- Avaya announced that it has been awarded a contract for unified communications and contact center solutions by King Abdullah Medical City (KAMC), a referral specialist hospital in Saudi Arabia. Implementation of the solutions will help enhance the healthcare experience at KAMC for patients and improve collaboration and communication channels for teams in emergency and non-emergency medical cases.
With this implementation, KAMC will have the latest Avaya contact center solutions for efficient and instantaneous handling of a large number of transactions and patients as well as the internal collaboration requirements. The KAMC team will be able to quickly and contextually respond to emergency and non-emergency calls, supported by fast access to registered patients' history. The contact center will also automate a large number of operations and route the calls to the right agent based on different inquiries (skills-based calls routing). Integrated social engagement will enable patients to interact with the hospital's customer service through social media channels.
Mohsen Ba-Abdullah, Chief Information Officer, KAMC, said: "KAMC is pursuing a digital transformation strategy very aggressively, and we are fully committed to becoming a fully-digital, 'Smart' hospital in line with the Kingdom's Vision 2030. We strongly believe that smart organizations are the foundation of a smart economy. With this partnership with Avaya, we are well-placed to build the hospital of the future today, with advanced communication and collaboration platforms, and a matchless and seamless customer and patient experience."
Nidal Abou-ltaif, President, Avaya International, said: We are very proud to work closely with KAMC on their transformational goals, and are committed to supporting them as they transform healthcare services in preparation for the Kingdom's Vision 2030. The patient experience has become a key competitive differentiator in the healthcare industry, and our solution is designed to bring together the entire hospital as a unified and collaborative entity, united in the vision to provide an excellent, seamless experience. We are happy to bring our global expertise to KAMC and work with them towards a digitally transformed healthcare industry in the Kingdom."
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: Thursday, November 10, 2016
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