News : Fraser Health Authority Deploys Genesys to Modernize Contact Centre
San Francisco, CA, USA and Surrey, British Columbia, Canada, Sept, 2017 -- Fraser Health Authority, a health care services provider, has deployed PureConnect™, a multichannel engagement offering from Genesys(R), a provider in omnichannel customer experience and contact center solutions.
Fraser Health uses PureConnect to operate three contact centers supporting people and employees through acute, community, and in-home services.
According to Fraser Health’s Contact Center Manager, Thomas Quigley, PureConnect’s ease-of-integration and ability to run a single instance across multiple sites were the major factors in its selection. "PureConnect’s unique, open, all-in-one architecture meant we could take calls from multiple PBXs, plus we could use our own off-the-shelf hardware," he said. "In addition, we would have one instance supporting multiple divisions, thus eliminating the need to replicate applications."
PureConnect replaced aging, end-of-life Nortel and NEC systems for its automatic call distribution (ACD) functionality. "We’ve reduced our average call handle time by about 15 percent, and our agents absolutely love the one-click transfers. More importantly, though, the technology reduces chances of errors which is critical when a life is potentially at stake."
"One of our biggest internal requests was to distribute calls more evenly as they need to be picked up within seconds. We’ve accomplished that with the customization of PureConnect."
According to Quigley, he plans to continue to mature Fraser Health’s contact center by further leveraging the robust functionality of PureConnect as well as expanding how his team supports the organization. "We want to add features like email and fax," he said. "With some additional training, we can cost-effectively support the growth of Fraser Health and improve services. It’s a great feeling."
Posted by Veronica Silva Cusi, news correspondent
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Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Monday, September 11, 2017
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