Case Study: Major Healthcare Provider in South America achieves improved patient engagement and efficiency with Avaya

Healthcare Provider Seeking Innovation Comes to Avaya for the Right Prescription

A major healthcare provider in South America turned to Avaya because its existing customer engagement system lacked the functionality needed to support patient services and ambitious growth plans. The provider wanted an omnichannel platform that could unify voice, SMS, chat, and email into a single desktop and reporting environment.

Avaya implemented Avaya Oceana with a hosted solution and integrated CRM, intelligent routing, and a unified desktop to improve patient engagement and agent efficiency. The solution was expected to deliver a 30% increase in self-service for scheduling and campaigns, reduce answer and hold times for about one million monthly calls, and save more than 16,000 hours of patient waiting time, while Avaya Breeze would support future expansion into social media, video, and co-browsing.