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News : King Abdullah Medical City Transforms the Patient Experience with Avaya Technology

#contactcenterworld, @Avaya

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.

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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."

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.marketwired.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 - Pound-Hash-Number!

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

Published: Thursday, November 10, 2016

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2020 Buyers Guide Workforce Management

 
1.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

2.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

3.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

4.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
 

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