Rosaline Oh 
Uncover the importance of making life easier for your customers with a seamless customer experience. This piece offers a real-life example of disjointed customer experience and discusses how such experiences can impact customer satisfaction and brand reputation.
Industry: Healthcare
Use case: Upgrading Contact Centre and CRM Implementation
Solutions: Cisco Unified Communication and Contact Centre Suite, Cisco AQM Call, Screen Recording System, Activeo Logepal 6.2 Wallboard
Upgrading Contact Centre for operational efficiency
The healthcare sector recognises the necessity of business efficiency and customer convenience.
One of our clients is a prominent player in this industry, and was keen to improve staff productivity and operational efficiency.
They planned to do this by upgrading their existing contact centre system and implementing a Customer Relationship Management (CRM) application.
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Actions: Implementing Unified Communication and real-time performance monitoring
After collecting valuable employee feedback from our observation workshops, we proceeded to deploy solutions addressing their needs for productivity, flexibility, and multichannel functionality.
We integrated:
- Cisco Unified Communication and Contact Centre suite,
- Cisco AQM Call, Screen Recording system, and
- Activeo Logepal 6.2 Wallboard
These solutions offer scalability, operational insights, and integrated reporting for effective performance management.
Results: Improved customer experience and operational control
With over 10 hotlines migrated to the Cisco platform, our client now enjoys better management of their contact centre operations.
Their increased omnichannel capabilities have significantly improved their customer experience.
As their operations continue to thrive, we provide daily technical support, monitoring their operations and recommending improvements.
Angie Yeo 