Implementation of a Modern Contact Center for a Leading Healthcare Company
Implementation of a Modern Contact Center for a Leading Healthcare Company
Long-standing client – a leading company in the healthcare sector
Pharmaceuticals
Intelligent IVR routing and Cisco Unified Communications for efficient handling of inbound customer inquiries
Cisco Jabber and solutions from the Cisco Unified Communications portfolio
Challenge
The company required a structured approach to handling inbound reports and customer inquiries, improved coordination between teams, and a centralized communication environment tailored to the organization's specific needs and requirements.
Project Goal
The primary goal was to ensure centralized management and processing of inbound calls regarding "Adverse Drug Reactions," "Medical Information on Company Products," and "Complaints," utilizing automated IVR logic, intelligent call distribution, and capabilities for tracking customer inquiries.
The Solution
Paraflow implemented a modern contact center for the company based on an IVR (Interactive Voice Response) system, Cisco Jabber, and solutions from the Cisco Unified Communications portfolio. T
he project included the following implementations:
- Configuration of IVR menus and call routing logic;
- Integration of audio messages;
- Setup of telephone lines and user accounts;
- Deployment of Cisco Jabber clients;
- Implementation of voicemail functionality, missed call alerts, and group email notifications.
Results and Business Benefits
The implemented solution has resulted in a more efficient organization of processes for handling incoming calls and customer inquiries. The system ensures improved communication traceability, centralized call management, and more reliable coordination between different teams.
Features such as IVR routing, voicemail, and missed-call notifications enhance service quality and reduce the risk of missing customer inquiries. The solution lays the groundwork for the future development and expansion of the contact center and communication processes.
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