Case Study: Optegra achieves a 15% increase in customer satisfaction and up to 20% higher agent productivity with ConnexAI

Optegra - Customer Case Study

Optegra, an industry‑leading ophthalmology provider with 30 clinics across the UK, Poland and the Czech Republic, needed to move beyond a small call centre and traditional phone/email contact to support patients across the whole care journey. To scale engagement, offer virtual consultations, reduce physical touchpoints and improve both patient satisfaction and agent productivity, Optegra adopted ConnexAI’s cloud‑based omnichannel customer engagement platform.

ConnexAI implemented an omnichannel solution—covering SMS, phone, video consultations, cloud hosting and a full analytics and reporting suite—plus a virtual clinic and rapid onboarding for remote agents. As a result ConnexAI helped Optegra increase overall customer satisfaction by 15%, boost productivity for some team members by up to 20%, improve conversion rates and give leaders clear, actionable insight into call volumes, engagement timing and agent performance.

Optegra

Ola Spencer

Group Operations Director