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News : Magdi Yacoub Global Heart Centre Completes Contact Centre Upgrade

#contactcenterworld, @Avaya

Cairo, Egypt, Oct 23, 2023 - Doctor Magdi Yacoub’s Heart Foundation, a non-governmental organisation dedicated to offering free-of-charge medical services to the Egyptian people, has selected Avaya technology to power communications at its new healthcare unit being built in Cairo.

The under-construction Magdi Yacoub Global Heart Centre is designed to be an advanced facility that will triple the number of outpatients the foundation can serve.

Delivering the latest techniques in cardiovascular medical care, it will be able to treat up to 12,000 patients annually, enhance the treatment provided to newborns with congenital heart disease and enable telemedicine that can extend medical support across the continent.

The Avaya technology being deployed, integrated by partner Summit Technology Solutions, is intended to underpin each layer of communication at the facility.

The premise-based stack will deliver collaboration between users – including doctors, support staff and administrative staff. At the same time, a contact centre deployment built on the same platform has been implemented to enable agents to serve patients effectively across a range of channels.

The communications service will span the entire facility ecosystem.

When completed, with direct integration with the facility’s health information system, the comms infrastructure will be used to streamline internal communications to simplify complex processes, improve care team coordination and increase patient safety. The service will also enable the foundation’s contact centre agents to intelligently communicate with customers calling into its contact centre to drive more personalised, effective care across a variety of communications channels.

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.computerweekly.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 - Workforce Management Solutions

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

Published: Tuesday, October 24, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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