Angie Yeo 
Challenge customer demand and redefine your approach to customer support with the Best Service is No Service philosophy. Explore how this methodology can mitigate customer friction by proactively identifying and resolving issues in advance.
Industry: Healthcare
Use case: Contact Centre Infrastructure Upgrade
Solutions: Discovery Workshop, Cisco UCCX Migration, Integrated Customer Information System
The need for a comprehensive Customer Interaction System
Our client, a healthcare provider, identified some gaps in their contact centre operations.
As their customer base expanded, they found a pressing need to enhance their customer interactions.
Their pain points included two main issues:
- Lack of resources for first-time resolutions, and
- Customer dissatisfaction due to rerouting to different agents.
Actions: Conducting Discovery Workshop and implementing UCCX Migration
Activeo APAC initiated a discovery workshop to review their entire operation.
We conducted discussions and interviews to gather the data needed for fine-tuning the contact centre operation.
Not Sure How to Harness CX Best Practices?
<p>We’ll help you assess and improve your customer journeys for long-term business growth.</p>
Subsequently, we performed a Cisco Unified Contact Centre Express (UCCX) migration, creating a seamless system that consolidated all customer information into a single location.
Results: Improved customer interactions and increased productivity
The UCCX migration resulted in a new reporting procedure, with all phone calls, emails, and chats being stored centrally.
For the first time, agents could access information effortlessly, speeding up customer enquiry resolution time.
And as a result, the number of daily calls each agent could handle increased.
The best part?
The updated technology platform improved both customer and user experience.
For instance, agents could now notify customers about upcoming appointment dates, an interaction previously impossible.
Rosaline Oh 
