Dec 08
America-based Group Health Cooperative, a non-profit health care system, has rejuvenated its telephone system by implementing an Avaya Communication Manager IP telephony platform.
The Group Health Cooperative call centre caters to over 600,000 people and the old phone system would make resolving a problem cost hours in staff time and numerous phone calls. Unable to quickly route information, the system was riddled with inefficiencies.
Now with the new Avaya phone system, patient problems were resolved on the first call 72% of the time instead of 7% of the time – quite a drastic leap. The system is more efficient, the costs are lower and patients and staff are a lot happier!
Avaya is definitely worth every cent, especially when dealing with a lot of clients that rely on your phones lines for support. It offers tons of features, so you have to worry about not having enough resources to help clients out. As you can see from this article, it has helped a lot of companies.