Case Study: Teladoc achieves faster, smoother customer care with VCC Live

Skills-based Routing with VCC Live for Smooth Customer Interactions

Teladoc Hungary, a healthcare provider offering telemedicine services and health claims management, needed a way to handle high inbound call volumes while keeping customer care fast, smooth, and high quality around the clock. To improve routing and reduce waiting times, the company turned to VCC Live and its cloud-based call center software.

VCC Live implemented skills-based routing, real-time monitoring, advanced reporting, and support for remote work, helping Teladoc Hungary allocate agents more effectively and respond quickly to peak periods. The result was improved customer experience, higher satisfaction and employee retention, and a rapid switch to remote work in just 2 days without service disruption.

Teladoc

Zoltán Magyar

Customer Service Director