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Twilio > 实例探究 > 利用 Twilio Flex 和 Synergy 企业解决方案改善非工作时间医疗保健服务
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Synergy and Twilio: A Digital Transformation in After-Hours Healthcare Service

适用行业
  • 医疗保健和医院
  • 生命科学
适用功能
  • 维护
  • 质量保证
用例
  • 视觉质量检测
服务
  • 系统集成
  • 测试与认证
挑战
Dial-A-Doctor Australia 需要从当前的 PTSN 固定电话呼叫中心过渡到更可靠、更灵活的系统。他们之前的 VoIP 系统不够完善,存在通话质量差、掉线和隐私问题等问题。
关于客户
Dial-A-Doctor Australia 是一项非工作时间医疗服务,在工作时间之外提供护理。他们需要可靠且直观的技术来支持忙碌的客服人员。
解决方案
Dial-A-Doctor 实施了 Twilio Flex,这是一个灵活的系统,可以处理呼叫以及其他形式的客户联系,例如 SMS、WhatsApp、Facebook Messenger 和 WebChat。他们与 Synergy Enterprise Solutions 合作定制系统并实施特殊功能,例如邮政编码驱动的 IVR,以告知呼叫者实时为他们所在区域提供服务的医生。
运营影响
  • The implementation of Twilio Flex and the partnership with Synergy Enterprise Solutions has significantly improved Dial-A-Doctor's operations. The new system has eliminated the issues of call dropouts and crossed calls, ensuring private conversations between agents and patients remain confidential. The postcode-driven IVR has streamlined the call handling process, reducing unnecessary wait times for callers and improving the efficiency of the agents. The success of this project has led Dial-A-Doctor to plan additional projects with Synergy, further enhancing their contact centre capabilities.
数量效益
  • 0 dropouts or crossed calls after the implementation of the new system
  • 80% improvement in call quality with the new system
  • Efficient call handling with the postcode-driven IVR, ensuring agents only service calls where a doctor can be provided

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