PHOENIX Pharma with a contact center and CRM system for more efficient customer service

Експертите на Парафлоу разработиха контактен център за ФЬОНИКС Фарма, водещ интегриран доставчик на здравни услуги в България с 30 години опит на пазара. В допълнение, екипът на Парафлоу внедри система за управление на взаимоотношенията с клиентите (CRM).

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Organization

Phoenix Pharma

Industry

Healthcare

Solution

Implementation of an IP telephone exchange with a contact center

Products

Cisco Unified Contact Center (UCCX), Cisco Unified Communication Manager (CUCM), Cisco Unified Border Element (CUBE)

Location

Bulgaria

Website

https://www.phoenixpharma.bg/en/

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Paraflow implemented a contact center platform for PHOENIX Pharma, based on Cisco Unified Contact Center (UCCX), Cisco Unified Communication Manager (CUCM), Cisco Unified Border Element (CUBE) and Dynamics CRM. The solution provides centralized communication management and improved customer service through integrated voice and CRM functionalities.
Goals and challenges: PHOENIX Pharma aims to improve the quality and efficiency of its customer service through modern communication channels. The main challenge is the integration of different systems and contact channels into a single, secure and easy-to-manage environment.
Current problems: Before the implementation, the company used separate, disconnected systems for customer communication and management, which made it difficult to track calls and provide personalized service.

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Nikifor Hristov

Head of IT Department at PHOENIX Pharma

With high professionalism and in a short time, Paraflow modernized the contact center of PHOENIX Pharma and built an effective CRM system for better customer service. The company is a loyal, fair and reliable partner who can be relied on in the long term in the design, implementation and maintenance of high-tech IT solutions.