Contact Center Solutions for Global Healthcare

in News
September 1, 2013
Contact Center Solutions for Global Healthcare

Communication Strategies delivers on complex consulting solution for a global healthcare company

The Bay Area headquartered company sought to upgrade its global contact center and at the same time deploy an enterprise wide Unified Communications platform involving  voice, video, presence an collaboration. Communication Strategies was initially brought in to validate the business case and budget. This valuable step allowed the company to revisit its priorities and confirm that the business case and budget were adequate to complete the projects.

Communication Strategies assisted in identifying and validating the business requirements and use cases, and developed Request for Proposals, addressing various project components. A diligent evaluation and selection process resulted in platform selections and project planning and deployment. Some of the applications of the project included:

  • Screen pop to CRM system
  • ACD geo-routing
  • Desktop video
  • Blended contact center with e-mail and web chat

Thank you for all of your support. Your telecom acumen is exceptional and we couldn’t have completed this project without you.  I also appreciate your style for demanding accountability with vendors.  Always nice to see someone else’s approach.  My guess based on feedback (direct or indirect) is that you have positioned yourself really well with our company for future endeavors.  Customer Service and IT managers are pleased with what you have done.  

Once again, Thanks!!