Integra ICT has enabled Ramsay Rivers’ Flagship Hospital to achieve customer satisfaction levels in excess of 95% by upgrading its existing HiPath 3800 telecoms network to support “OpenScape Office HX” a UC platform from Unify. The new installation makes use of existing equipment and resource and has ensured optimal use of the hospital’s overall ICT investment to date.
Ramsay Healthcare Group has 30 private healthcare facilities across the UK and is well-respected for its excellent track record in hospital management and patient care.
The new Unified communication solution is based on SIP technology, the new standard for managing multimedia communications. It comprises a suite of customer centre-specific applications including skills-based call routing (to ensure the even distribution of incoming calls to available agents), integrated voice and conference services, text, fax and email support, call-back requests, queue status, screen pop-ups, screen alerts during peak call periods as well as call recording capabilities for security, compliance and training purposes.
The system’s real-time call reporting and monitoring capabilities has allowed call centre supervisors to quickly react to caller demand and/or calling patterns, depending on factors such as the time of day or the nature of the call. They can increase or reduce their call handling capacity to reflect peaks and troughs, thus making best possible use of available agents and associated skills sets.
Pas Ruggiero, CEO of Integra ICT commented “Our technical team worked in close partnership with the hospital’s customer centre staff to fully understand their requirements so we could deliver a solution that met their objectives. Usage stats demonstrate that we have not only achieved but exceeded their expectations. In addition, our ability to make use of existing telecoms infrastructure avoided the need for “rip and replace”, which is expensive and disruptive.”
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