Gitex 2020: American Hospital Dubai picks Avaya to modernise contact centre

American Hospital Dubai (AHD) has picked Avaya to upgrade its call centre operations and customer relationship management capabilities.

The partnership sees American Hospital Dubai adopt a suite of digital contact center services that will enhance its teams’ ability to communicate with patients.

The core Avaya OneCloud CCaaS solution is complemented by a range of apps designed to address the patient journey, creating a connected patient experience from appointment to post-care.

The digital solutions implemented by American Hospital Dubai give patients a range of ways to connect with the provider, supporting multiple inbound and outbound communication channels. They also streamline back-end systems that process data and information.

Through a CRM Connector that integrates with the hospital information system (HIS), the hospital has shortened patient call response times. This is supplemented by an Extensive Knowledge Base, which 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.

Meanwhile, a Social Media Connector enables the hospital to communicate with patients via various social media channels, 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.

“The need to extend the patient experience into the digital realm, to cover every aspect of the healthcare journey, is well understood by the team at American Hospital Dubai, and we are glad to enable their ambitions with our global expertise,” said Nidal Abou-Ltaif, president, Avaya International.

The connected patient experience platform deployed at the American Hospital Dubai is being demonstrated on Avaya’s stand at Gitex Technology Week, where the company is exhibiting under the theme of “Every Experience Matters”.