Picture of Health
Major unified communications deployment helps Zulekha Hospital deliver world class healthcare to the region
Zulekha Hospitals sought to create a difference in its customer service model through the deployment of the latest unified communications and contact centre solutions as limitations in existing infrastructure failed to meet the service demanded of a modern healthcare group.
In addition, the continued growth of the Zulekha Group necessitated the deployment of faster, more reliable and smoother data access.
Zulekha Hospital had been using Avaya Technology for years with a communication infrastructure comprised of Avaya CS1000E series, providing IP, digital and analogue phones, with the Avaya Aura Contact Centre solution handling its call centre operations-for voice only-and the Avaya Aura Contact Recorder for call recording.
Although the voice telephony components were in high availability mode, the call centre modules were only available in single mode.
With this in mind Zulekha Hospitals embarked on an upgrade project deploying the latest in Avaya Aura solutions, including the Aura Communication Manager R6; the Aura System Manager R6; the Aura Session Manager R6; the Aura Contact Recorder R12; the Avaya Aura Contact Centre R6.4; the Avaya Application Enablement Server (AES); and the Avaya Proactive Outreach Manager (POM).
All of the newly installed components, except for the System Manager and the Proactive Outreach Manager, deliver high availability.
The Avaya Contact Centre solution Zulekha Hospitals deployed allows the entire hospital staff utilise IP Phones for future integration requirements as well operate the new Avaya H175 Video Phones.
In addition, the new contact centre solution allows for CTI integration with the Hospitals’ backend database for displaying customer information when receiving calls, the ability to call back a customer who was on queue and got disconnected before the call was answered, the ability to handle and manage email outbound campaigns as well as handle automated outbound campaign for patient appointment re-confirmation.
Zulekha has introduced a web chat functionality with the contact centre, enabled email to be a contact centre channel between customers and agents and also enabled the ability to utilise the Avaya Communicator Application for point-to-point video calls.
IT investment at Zulekha Hospitals follows development in new facilities with each new site boasting newer technology, says Taher Shams, managing director, Zulekha Hospitals. “We keep our ears and eyes open as well so we can keep up to date with the latest technologies,” he says.
Zulekha puts significant investment into IT, says Shams. “We identified the benefits of implementing IT from the outset, and we have evolved with the rest of IT technology by continuously upgrading and updating our infrastructure,” he says.
This focus on IT is based on the positive impact technology has had on operations at the Group, Shams says. “IT has become the lifeblood of the hospital-everything today starts with IT and then spreads throughout the organisation,” Shams says. After investments in medical equipment, the next biggest budget for Zulekha Hospitals is IT, the MD reveals.
The Group has an IT team consists of 14 staff led by an IT director, Ali Bohari managing eight sites viz Sharjah, Dubai, ZMC, ZMC Dhaid, JLT, ZMC Branch, and its Medical Stores all interconnected through MPLS and VPN. The IT staff is stationed at Dubai and Sharjah hospitals and manages all operations from these two locations. There’s a centralised IT call centre to receive user calls and generate tickets using Service Desk management software. This is in addition to a disaster recovery site maintained through Etisalat.
The group has been using Avaya solutions, first as Nortel before the brand was bought by Avaya, since inception. “The Avaya switches offer the best solution for us and now with even more facilities that are coming up in places like India, we hope to continue with this partnership with the brand,” says Bohari.