Case Study: Singapore National Eye Centre achieves lower abandoned-call rates and faster patient response with Avaya Contact Center Solutions

Sharper Focus on Patients for Singapore National Eye Centre

Singapore National Eye Centre (SNEC), Singapore’s national specialist in ophthalmology, handles hundreds of thousands of outpatient visits and about 20,000 inbound calls a month. With an aging telephony system, high call volumes, manpower limits and rising abandoned-call rates, SNEC needed a way to give patients a single, fast contact line without expanding headcount.

SNEC deployed Avaya’s Integrated Appointment and Contact Center—combining IVR, skills-based routing, screen pops and call recording—to automate routine requests and route callers to the right agent faster. The solution automated roughly 13% of calls, cut abandoned-call rates from 5% to 3%, connected most callers in 25–35 seconds, reduced outstanding calls across the SingHealth group by 15% in two months, and freed agents for higher‑value tasks while improving patient service.

Singapore National Eye Centre

Charity Wai

Chief Operating Officer