Case Study: a regional healthcare provider achieves faster patient triage with TELUS International's Cloud Contact 360

Rapidly implementing customer experience (CX) solutions for patients during a pandemic

A regional healthcare provider experienced a substantial increase in patient phone inquiries during the COVID-19 pandemic. Their existing system was inefficient, forcing patients to repeat their information and creating a negative experience. They partnered with TELUS International to find a cloud contact center solution that could effectively triage calls and utilize their finite resources.

TELUS International rapidly implemented its Cloud Contact 360 (CC360) platform in just three days. The solution used custom questionnaires and dynamic scripting to standardize patient triage and securely share information between departments, eliminating the need for patients to repeat their details. This led to significant operational efficiencies, faster handling times, and quicker resolutions for patients. The implementation by TELUS International provided the client with a nimble and reliable system to manage the surge in critical patient communications.