At Gitex 2019 in Dubai, King Fahad Medical City (KFMC) announced that is has partnered with Avaya to build a unified contact centre that will transform healthcare delivery in the UAE.
“One of the biggest technical challenges at KFMC is the ability to standardise communications channels for patient services – particularly channels related to patient service and back-office support for actual medical services,” says KFMC’s Fahd Al-Salham. “The technology we have deployed in cooperation with Avaya has contributed to the solution of this issue. The new contact centre system is an innovative technology solution that has transformed the quality of services that we can offer.”
According to the SuperServe research conducted by Avaya earlier this year, 70% of communications between customers and large organisations are handled by contact centre staff. However, the majority of customer requests are only fulfilled once back-office staff become involved in the query.
The results also showed that, when communication between the contact centre and back-office is hindered, customer queries take longer to resolve, resulting in customer dissatisfaction.
Al-Salham says, “KFMC’s contact centre solves this problem with a unified approach to communication. The contact centre runs seven days a week, 24 hours a day, through both self-service and human agents, to resolve queries at the first point of contact. Using Avaya IX Contact Center as a platform, the solution does this through a series of automation and reporting tools that not only extend to the contact centre, but to the back-office operation, too”.
KFMC managers can track patient requests via the contact centre from the first moment of a patient’s communication and gain insights into the quality of service being provided to the patient. Another feature of the new contact centre is the ability to provide agents with an expected wait time when connecting patients to specialists or the back office. What’s more, these features are available across every communication channel that KFMC uses – including voice, live chat, and email.
Zouheir Diab, Saudi Arabia MD at Avaya, concludes, “We are extremely proud of our achievements with King Fahad Medical City, and by the quality of results for patient care that have emerged from our partnership. With KFMC being one of the largest health institutions in the Middle East, this solution will benefit huge numbers of Saudi citizens, who’ll be able to experience next-generation healthcare services as the country works towards the goals of the ambitious Saudi Vision 2030.”
Edited by Jenna Cook
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