The Challenges
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Disconnected contact centre platforms across voice and digital channels
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Limited operational visibility and manual workforce processes
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Difficulty scaling operations as patient volumes and facilities grew
The Solution
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Adoption of Tata Communications Kaleyra™ CCaaS as a unified, cloud-based contact centre platform
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Centralised campaign management with integrated voice and digital interactions
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Built-in workforce management, analytics, and dashboards for real-time visibility
The Result
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Faster and more efficient call handling with improved response times
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Higher agent productivity and satisfaction through self-service scheduling and automation
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Improved operational efficiency with a scalable foundation for omnichannel expansion