Kuwait clinic adopts Viacomms Telecom and Avaya
Inaya Medical Centre transforms customer engagement experience
The Inaya Medical Centre, a multispecialty clinic in Salmiya in Kuwait, is collaborating with Viacomms Telecom and Avaya to transform its contact centre operations.
The solution provides patients with a personalised interaction experience with the centre across various communication channels, this enables queries to be automatically routed to the right agent.
The customer engagement solution is further enhanced by Viacomms customised software modules, such as automated systems to call patients and to remind, reconfirm, cancel or reschedule upcoming appointments. Additionally it creates a call list which can be automatically updated when an incoming call is missed to ensure that customer queries are later attended to by an agent. Patients can after leave feedback on their experience after a visit to the clinic and after interacting with agents.
Jolian Ibrahim, CEO and co-founder at Viacomms Telecom said: "Our work with Inaya Medical Centre has given us deeper insight into the unique customer service requirements of the medical sector. With the Avaya Contact Centre we were able to provide a solution to address the centres specific business needs. We are happy that we have been able to transform the customer engagement experience and add value through our customised software modules."
Mohammed Areff, vice president, Middle East, Africa and Turkey at Avaya added: "Avaya is committed to delivering digital transformation-as-a-Service to organisations of all sizes. With our customised and innovative technology solutions, businesses can achieve the competitive advantage they require today. Our contact centre provides for efficiency in business process and allows for agents to serve their digitally savvy customers better and manage their expectations."
Inaya Medical Centre was established in 2006 with the sole purpose of providing patients with health care services in areas such as ENT, Dermatology, Obstetric Gynecology, Pediatrics and Ophthalmology, made possible through highly-experienced doctors and care teams. With changing customer demands, Inaya wanted to offer integrated and consistent cross channel interaction between their contact centre and its customers.