Angie Yeo 
Discover how Activeo APAC helped DSO National Laboratories in swiftly transitioning from legacy systems to ServiceNow’s cloud-based IT service management in under 6 months.
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.
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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.
Ken Sng 
Rosaline Oh 