Between 10,000 and 14,000 critical calls
handled every day, with wait times of less than four seconds due to
Avaya IX Contact Center
Avaya Holdings Corp. (NYSE: AVYA), a leader in communications
solutions for the healthcare industry, today announced that
Emergencias, an innovative health services provider focused on
urgent care, has implemented new Avaya IX Contact Center to
accelerate its digital transformation ensuring seamless and
flexible communications with users. Avaya IX Contact Center will
also help the company consolidate its communications
infrastructure, improve its customer service processes and better
position itself in a highly competitive healthcare services
market.
Emergencias is a leader in the healthcare and out-of-hospital
emergency services sector, which has grown steadily and expanded
both at home and abroad. In 2008, it became the first healthcare
company in Argentina to receive ISO 9001 certification for its
robust processes, and it has been awarded a Premio Mercurio, one of
the most prestigious awards in the South American healthcare
sector.
The company receives between 10,000 and 14,000 calls every day,
roughly 3.5 and 5 million calls per year, handled by a team of
4,000 employees and 5,000 third-party service providers. This
tremendous volume of high-stress interactions requires a
communication system capable of supporting mission-critical
operations 24 hours a day, 7 days a week, including medical
emergencies occurring at all times of night or day.
Responding to such a large volume of calls while ensuring
seamless service represented a major technological obstacle for
Emergencias as it had no automated distribution or priority
structure in place for its services and VDNs, making it difficult
to calculate call abandonment rates or define metrics for improving
performance. This led to suboptimal levels of service and customer
satisfaction, disproportionate and unequal staff workloads, and
higher cost.
“When we were evaluating potential technology providers, we
looked at several brands, including Avaya, Cisco and Genesys, among
others,” said Germán Nájera, CTO, Emergencias. “The key difference
was that Avaya demonstrated the ability to listen and really
ascertain our issues and the user experiences we were trying to
achieve in order to understand our business before recommending and
implementing the technology. Avaya was fully involved with us
through all aspects of our process, and we worked in conjunction
with them to reconfigure our communication system.”
Once Avaya IX Contact Center had been implemented, Emergencias
quickly began seeing results. One major advantage is the
flexibility offered by Avaya’s solution, which has helped the
company adapt immediately to sudden increases in demand. It
currently assigns between 120 and 140 agents during peak times,
helping to automatically cover different service levels as they now
have real-time metrics that allow management to take decisions
immediately that adapt to real-time conditions and improve service
and responsiveness.
“With Avaya our contact center is much more efficient with the
same amount of people, and we have increased the volume of calls we
can handle by almost 40 percent. Agent availability is now
automatic. Thanks to digital telephony, through a SIP, costs have
decreased significantly, and we now have the opportunity to grow
and increase the range of services we offer.”
"An open and flexible communications solution that offers
automation and real-time analytics plays a critical role in
successfully transforming organizations in the healthcare sector,”
commented Daniel Sacks, engineering director, Avaya. “In
conjunction with the leadership team from Emergencias, we developed
a roadmap to optimize the experience of patients and other callers,
driving significant improvements to waiting times, reducing the
number of lost calls to almost zero, and maximizing agent
performance by leveraging a more robust communication solution to
drive efficiency and help them grow.”
Another benefit offered by Avaya IX Contact Center is an
automatic priority system that classifies calls by segment,
customer and service type based on the level of risk involved,
helping prioritize the most critical emergencies. It has also
helped streamline operations and improve customer service levels,
reducing redialing rates from 5 to 1 and call abandonment rates
from 30 percent to under 5 percent for emergencies and less than 2
percent for life-threatening situations. “It marked a radical
change for our customers in terms of the service we offer, and we
have seen much higher satisfaction levels stemming from the fact
that we can now answer their calls in four seconds or less,” added
Nájera.
Listen to this announcement on the Avaya Podcast Network.
Avaya will be showcasing full portfolio of communications and
collaboration solutions at the Avaya ENGAGE Latin America
event on May 30, 2019 at the Banamex Convention Center in Mexico
City. Avaya ENGAGE Latin America is the main event in the
region for the future of communications experience and the impact
it has on digital transformation, and includes general sessions,
keynotes, inspiring and informative speakers and content experts to
drive and improve your digital transformation journey. It is the
perfect place to connect, communicate and collaborate.
About Emergencias
Founded in 1979 in Buenos Aires, Emergencias is the market
leader in out-of-hospital medical emergencies for both individual
and corporate clients. Its ongoing research and investment in
technology have helped position it as a pioneer in software
application and technological development to help improve emergency
medical resource management and processes within the sector,
leading it to receive numerous awards and helping it transcend
boundaries.
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya (NYSE: AVYA).
For over one hundred years, we’ve enabled organizations around the
globe to win – by creating intelligent communications experiences
for customers and employees. Avaya builds open, converged and
innovative solutions to enhance and simplify communications and
collaboration – in the cloud, on-premise or a hybrid of both. To
grow your business, we’re committed to innovation, partnership, and
a relentless focus on what’s next. We’re the technology company you
trust to help you deliver Experiences that Matter. Visit us
at www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
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"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology and include, but
are not limited to, expected cash savings and statements about
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Company has based these forward-looking statements on its current
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Company believes these expectations, assumptions, estimates and
projections are reasonable, such forward-looking statements are
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uncertainties, many of which are beyond its control. The factors
are discussed in the Company’s Registration Statement on Form 10
filed with the Securities and Exchange Commission, may cause its
actual results, performance or achievements to differ materially
from any future results, performance or achievements expressed or
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description of such risks and uncertainties, please refer to the
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The Company cautions you that the list of important factors
included in the Company’s SEC filings may not contain all of the
material factors that are important to you. In addition,
considering these risks and uncertainties, the matters referred to
in the forward-looking statements contained in this report may not
in fact occur. The Company undertakes no obligation to publicly
update or revise any forward-looking statement as a result of new
information, future events or otherwise, except as otherwise
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Source: Avaya Newsroom
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For Media Inquiries:Alex Aliasalalias@avaya.com
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