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Implementing CRM

Our client is 1looking to upgrade their existing contact centre system and 2implement a Customer Relationship Management application that can help to improve staff productivity and achieve operational efficiency.

The healthcare industry is catching up in terms of efficiency(in the business) and convenience (for the customers). Our experience and expertise in technology delivery and best practise in customer service allow us to deliver the services the client is looking for.

Through the observation workshops, we have gathered valuable feedbacks from the employees, allowing us to understand their priorities and requirements in their point of view.

Our solution

To address client’s current and future needs for productivity, flexibility, multi-channel functionality and the need for viewing operational insights, we implemented the lastest Cisco Unified Communication and Contact Center suite, Cisco AQM Call , Screen Recording system and Activeo Logepal 6.2 wallboard. Cisco platform is the best suited system for enhanced capacity planning at an enterprise level. The solution has features- inbound/outbound voice, IVR, desktop, chat, QM.. allowing for scalability and growth. Our Activeo Logepal 6.2 wallboard acts like an integrated reporting software that pull key metrics and SLAs into a single dashboard for the operation management team to gauge performance.

Results

To date, we have migrated over 10 hotlines (with some 24/7 hotline) in 4 languages to the cisco contact centre platform. The usage of Logepal provides better management and control over their contact centre operations and their migration to Cisco increase their multi-channel capabilities which improve their overall customer experience.

While their operations were up and running, the client continue to count on us through their business growth. Our day-to-day technical support for them enable us to monitor their operations and suggest ways to improve their ability to manage their work, people and processes.

Multi-Channel Customer Experience
In order to deliver personalized, consistent and valuable interaction, a better understanding of the end-to-end journey can help to refine and improve experience.

If technology is the bridge that connects interaction then the people handing the interaction is the experience. The healthcare industry are always been about people. When healthcare is a concern, interaction can be sometimes be stressful and confusing. You can find out more about our service offering to make your customer experience a better one.

Category: Client Story

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105 Cecil St
#03-03/04, The Octagon,
Singapore 069534

Contact us at +65 67439734

 

  • Expertise
    • Contact Center Technologies
    • Digital Workplace
    • Customer Experience
  • Solutions
    • Contact Center Technologies
    • Cisco Unified Communication Solutions
    • Speech Analytics
    • Co-browsing and Screen Sharing
    • Text analytics
  • Healthcare expertise

About Activeo
We bring you a full suite of service offerings and all the necessary expertise to succeed in your Customer Experience and Customer Collaboration projects.

Activeo – Cloud PBX & Voip Communication Singapore (Cloud Communication, Office Phone System, Business Phone System) services blend strategic consulting services and technology to improve your customer experiences.

View our Corporate Website here

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