Case Study: Byram Healthcare achieves improved customer service and a revenue-driving contact center with Avaya

Medical Supplier Expands Customer Service and Sales Capabilities with Avaya Solutions

Byram Healthcare, a leading U.S. supplier of disposable medical products, processes roughly 300,000 inbound calls per month across seven therapeutic areas and a distributed hub-and-spoke network of 26 sites (19 contact center locations). Faced with strict SLAs, high call volumes, aging switch infrastructure, and the need for scalable, cost-effective communications that could support automated outbound campaigns and future growth, the company sought a solution that would avoid disruptive forklift upgrades.

Byram standardized on Avaya networking (ERS 5500/4550), updated its CS1000 VoIP platform, and deployed Avaya Aura Contact Center and IVR integrated with its ERP, phased in to minimize disruption. The new platform enabled self-service growth, robust outbound capabilities, home-agent and follow-the-sun coverage, and unified reporting — reducing wait and transfer times, improving agent productivity and supervision, cutting costs, increasing reliability, and transforming the contact center into a revenue-generating asset.

Byram Healthcare

Nick Piecora

CIO