Critical Patient Care and Rapid Client Growth Create Need for Intelligent Communications

Swiss Medical Group(SMG) wanted to enhance customer contact quality and provide confidence-building support to patients in multiple facilities through updated communications throughout the SMG. Operational managers found themselves unable to increase capacity to keep pace with customer growth, integrate data to support diverse services, or make call center performance improvements due to a lack of usable performance reports. SMG implemented an Avaya IP Contact Center in two sites - one for 175 agents and supervisors on the Avaya S8500 platform and another for 45 specialized IP Agents hosted on an Avaya S8720 server. Avaya Professional Services oversaw integration of communications applications and ensured functionality on a data infrastructure provided by Extreme Networks.