Healthcare Provider Seeking Innovation Comes to Avaya for the Right Prescription

Avaya Oceana^TM Solution Chosen to Address the Needs of a Growing Healthcare System

A major healthcare provider in South America, committed to quality and efficient care for its patients through innovation and improved processes, has chosen Avaya to transform their customer engagement center. Their existing system lacks the functionality to provide the services required for their clients and align to the aggressive growth plans of the health system. They needed an omnichannel solution which brings multiple communications channels into a unified desktop and reporting system.

An Avaya Oceana^TM solution was ultimately chosen to address the needs of this growing healthcare system. The new hosted solution will integrate multiple channels, including voice, SMS, chat and email into a common intelligent routing engine and unified desktop. Specifically the solution is expected to:

• Decrease costs and improve CSAT with 30% increase in self-service for scheduling of appointments and other campaigns within the IVR and outbound applications

• Improve patient responsiveness with reduced agent answer time through CRM integration – with hold times as long as 4 minutes this could equate to over 16,000 hours of time saved for the roughly one million calls received each month.

• Drive innovation, while improving agent efficiencies through alignment to consumer preferences with new applications leveraging chat, email, visual IVR and mobility