Avaya has clinched partnerships with clients at the Persian Gulf region, including American Hospital Dubai, Dubai World Trade Centre, and Kuwait-based Gulf Bank.
American Hospital Dubai (AHD) has partnered with Avaya to improve patients outcomes with better call centre operations and customer relationship management capabilities that personalise the patient experience, simplify access to care, and help streamline operations.
The technologies that are implemented align with AHD’s healthcare delivery transformation journey. They adopted a comprehensive suite of digital contact centre services that will enhance their teams’ ability to communicate with patients along their health journey.
By connecting people, resources, data, and solutions, the solution helps AHD optimise its operations and help care team members communicate seamlessly so that they are more accessible.
The core Avaya OneCloud CCaaS solution is complemented by a range of apps designed specifically to address critical needs in the patient journey, creating a connected patient experience from appointment to post-care.
“The solution has helped us aggregate various data – such as patients’ demographics, interactions with our website and call center, and financial and other relevant details – to create a comprehensive profile for our patients,” said Ahmad Yahya, CIO at AHD.
Through a CRM Connector that integrates with the Hospital Information System, AHD has shortened patient call response times. This is supplemented with an Extensive Knowledge Base, which drastically reduces call times, ticket-issuing time, and improves patient satisfaction.
A Customer Survey Module transfers callers to a post-call survey to rate agent performance and service. This feeds into a comprehensive dashboard, enabling the hospital to monitor customer satisfaction and NPS levels.
In addition, a Social Media Connector enables the hospital to communicate with patients via the channel of their choice, while a Call Back Module manages dropped and missed calls automatically, and can be fed into an outbound campaign. Finally, an Automated SMS notification service helps the hospital to reduce last-minute cancellations.
‘Blended’ conference experiences
Meanwhile, Dubai World Trade Centre (DWTC) entered into a strategic video collaboration partnership with Avaya, under which it used the Avaya Spaces workstream collaboration platform to create blended conference experiences at recently held GITEX Technology Week 2020.
GITEX hosted over 350 technology experts from 30 countries speaking live on stage. Visitors were able to access more than 280 hours of content across industries and sectors including artificial intelligence, smart cities and 5G, government, future mobility, fintech, digital marketing, energy, healthcare and education.
International speakers who were unable to travel into Dubai dialled into conference sessions virtually via Avaya Spaces, an all-in-one workstream collaboration platform for the digital workplace that changes the way work gets done in nearly 100 countries.
Launched earlier this year, Avaya Spaces helps businesses, schools, governments and other organisations to bring together distributed groups of people instantly with immersive work spaces where they can message, meet, share content, manage tasks and collaborate in the cloud.
“DWTC is one of the region’s technology pioneers, and is blazing new trails with its blended approach to conferences and exhibitions,” said Fadi Hani, Avaya’s VP for Middle East, Africa & Turkey.
Multiexperience for differentiation
Also, Gulf Bank embarked on a multi-year customer experience partnership with Avaya as it seeks to embrace a multiexperience approach that strengthens its market differentiation through better customer and employee experiences.
Built on Avaya OneCloud CCaaS, the suite of solutions enables Gulf Bank to not only meet the digital demands of its customer base, but also to create a more flexible working environment for contact centre staff now empowered to work from anywhere.
The partnership began earlier in the year, when Avaya supported Gulf Bank at the height of the COVID-19 pandemic by providing remote agent licenses. This deployment maintained Gulf Bank’s service levels without compromising the safety of its staff, and set the stage for a wider customer experience transformation.
“Avaya not only supported us through the worst months of the pandemic by enabling our agents to work from anywhere, but also helped lead the development of our new strategy that meets the realities of today’s market,” said Mohammed Al-Qattan, general manager of consumer banking at Gulf Bank.
Further, the project will see Gulf Bank further invest in its digital capabilities to create a customer experience centre that provides exceptional engagement across all touchpoints throughout the customer journey while maintaining the highest standards of privacy and security.
Built on open platforms, the solution creates a multiexperience journey by empowering customers and employees with contextual customer information, easy access to subject matter experts, and the ability to transition seamlessly between touchpoints.