Case Study: Optimax achieves a simplified patient journey and improved first‑contact resolution with Avaya IP Office Contact Center

Optimax, Simplifying the Patient Journey

Optimax, a UK leader in laser eye surgery, relied on a contact centre to manage hundreds of inbound and outbound calls for bookings and post‑surgery support across 20 sites. Its legacy contact centre was unintuitive, slow and costly to change, and the mix of telephone systems caused technical issues that threatened service levels—prompting a move to a more flexible IP solution while maintaining KPIs and call‑handling performance.

Optimax implemented Avaya IP Office Contact Center with SIP trunks and a single IP voice platform, funded by efficiency savings. The new system enabled smarter routing (three menu options with sub‑menus), better use of multi‑skilled agents, fewer hand‑offs and measurable improvements in first‑contact resolution. Reliability and reporting increased, monthly communications costs fell by over 20%, KPIs were met, and customer satisfaction and insight into the patient journey improved.

Optimax

Brendon Parkes

IT Director