Success story
Parc Taulí Hospital
Industry:
Healthcare
Location:
Spain
Number of agents:
15
PHONE
Parc Taulí’s priority was to offer an excellent voice channel, specifically incoming calls, through Salut in Xarxa.
CHANNELS
Salut at Xarxa needed a fully omnichannel solution to improve and optimize its operations.
IVR
The client was looking for an IVR automation to achieve the implementation of an interface to redirect traffic to other centers.
OPTIMIZATIONS
Parc Taulí sought to improve its complaint management processes, appointment reminders and cost reduction in its 24-hour services.
The Parc Taulí Health Corporation is a public entity aimed at providing social and medical support to patients. Their biggest care channel is inbound calling, via Salut en Xarxa.
Our omnichannel software for Contact Center EVOLUTION, has become a key part of they day to day operations.
CHALLENGE
The entity decided to appoint us as their Contact Center solution provider and asked for a fully omnichannel solution, an in-person service as well as an automated IVR. Overall Salut en Xarxa is actually quite a unique operation that required a personalized service.
SOLUTION
The architecture of our software EVOLUTION allows agents to work in a single environment that combines multiple data sources.
The automation of the IVR was a big achievement with the implementation of a front-end application to reroute traffic to other centers, an outbound application for appointment reminders and a feedback collection tool.
IMPACT
With our software EVOLUTION, Parc Taulí has been able to improve patient care, with a big impact on call rerouting to other public services. Their complaint management and appointment reminder processes have also been enhanced and they have been able to reduce costs in thEVOLUTION telemarketing software is a complete solution; Its integration and development tools allow you to quickly address any type of need in the future.eir 24 hours services.
EVOLUTION telemarketing software is a complete solution; Its integration and development tools allow you to quickly address any type of need in the future.