Zulekha Hospital is located in Sharjah and were utilizing Avaya IP Telephony infrastructure (Avaya CS1K) using a basic flavor of contact center services.
UHS wanted to have a better utilization for the system and resources through consolidating the IP Telephony Infrastructure and centralizing the contact center services.
UHS’s requirement was to deploy the complete proposed solution in high availability (Active/Passive) and Media Gateway in Active/Active Mode.
As part of the project MDSPACC was engaged to work on the system and solution design along with the consultancy services for the Contact Center services and operations.
The project implementation was to deliver the below solutions which have been completed successfully since.
- Upgrade of the Aura IP Telephony Infrastructure to latest release
- Centralizing the IP Telephony infrastructure where all locations are
- Virtually single site that is geographically spread across the UAE
- Introducing Avaya Equinox Video Conferencing Solution
- Upgrading all of the existing Contact Center Solution into a single platform with having the below features introduced
- Free seating capabilities on where the agents can be located into any of the locations within the hospitals/clinics
- Introducing centralized voice and Multimedia “Chat” communication channel management
- Introducing Missed and Requested call back functionalities
- Introduced a centralized call recording solution for Contact Center Users
- Introducing integration with the HIS system for capturing patient information details
- Displaying the customer information details if exist in the database
- Allowing the agents to add/Edit customer information details and save them into the database
- Creating the Screen Wrap up code screen for call classification
- Introducing CTI integration with the ability of defining user reason of call with proper call tagging functionalities