Case Study: Fraser Health cuts call wait times 15–20% and streamlines communications with Omnivex

Canada's largest health authority uses Omnivex software to manage call center information, room bookings and corporate communications

Fraser Health, one of Canada’s largest health authorities, needed a way to present live call-center metrics, meeting-room bookings and corporate messaging at its Surrey administrative hub to reduce wait times, improve way-finding and strengthen internal and visitor communications. To meet these requirements they selected Omnivex software (including Omnivex Display, DataPipe and CalendarLink) to integrate real-time data from phone switches, Microsoft Exchange calendars and existing databases onto NEC and lobby LCD screens.

With systems integrator Conti Electronics, Omnivex was deployed to display up‑to‑the‑second contact‑center statistics, Outlook-based meeting schedules and HR/marketing content across the facility. The Omnivex solution gave staff actionable metrics at a glance, cut call response times by 15–20%, eliminated meeting interruptions and improved visitor communications; Fraser has since piloted the system in ER triage and plans a 13‑facility rollout.

Fraser Health

Jim Taylor

Manager, Network and Telecommunications Services