Case Study: ENT and Allergy Associates, LLP achieves 1–2 minute average wait times and improved customer service with Avaya Contact Center Select

ENT and Allergy Associates Prescribes Improved Focus on Customer Service

ENT and Allergy Associates (ENTA) is the nation’s largest ENT, allergy and audiology practice, with 170+ board‑certified physicians across 40+ offices and a 70+‑agent Patient Rapid Response Center handling up to 10,000 calls a day (as many as 1,000/hour). The centralized call operation faces wide daily and seasonal volume swings and 150 incoming call variations while aiming to keep patient wait times to one minute or less.

ENTA implemented Avaya Contact Center Select with Avaya IP Office, voicemail and contact recording to enable skills‑based routing, multimedia handling and real‑time visual reporting. The platform lets managers reassign agents and adjust routing on the fly, supports quality monitoring and compliance through call recording, and has driven average wait times down to about 1–2 minutes while allowing the center to scale to more offices and new channels (text, email, outbound).

ENT and Allergy Associates, LLP

Rick Keifer

Senior Director of Technology