Cambridge University Hospital (CUH) selects Unify to drive efficiency in the contact centre
OpenScape enables CUH greater control over the services it provides to staff, patients and visitors, improving Contact Centre agents’ efficiency
In addition, OpenScape offers the advanced features, found in Unify’s Interactive Voice Response (IVR) platform, calls can be routed with ease - ensuring callers get to speak to the right person at the right time. Each call is also tagged, equipping agents to deal with inquiries in the fastest manner and helping deliver a consistently excellent service.
Charlotte Jones, Project Manager in Service Delivery at CUH says: “During the roll out of OpenScape, I was a Shift Leader in the Contact Centre team. We are delighted with the positive impact that Unify’s OpenScape technology has had on our Contact Centre service, since roll out. We are proud of our Contact Centre team and the achievements it has accomplished - The CUH Contact Centre was the only NHS institution to be selected in ICMI’s The Top 50 Companies for Customer Service in 2011 and continued to be a member for four years. Both customer expectations and our standards are rising, and working with Unify has given us the tools to continuously improve our service. Such as, Automatic Call Distribution and Post Processing, allowed our agents to do their jobs quicker and more efficiently, letting them focus on providing the best customer experience possible - while the Shift Leaders are able to coach and monitor with the added support of reporting and call monitoring to ensure high standards are maintained.”
Trevor Connell, General Manager, West/East Region, Unify, adds: “Being chosen to support and transform part of the communications in such a well-respected and revered organisation as Cambridge University Hospitals is a terrific endorsement of Unify’s expertise. Customer service never stands still and investing in communications technology is a must for institutions striving to be at its forefront. Addenbrooke’s Hospital’s trust in Unify’s platform is best displayed by its plans to use our technology to revolutionise other aspects of its operations. The scalability, resilience and reliability of our products allow organisations like Cambridge University Hospitals to enable its employees to work more flexibly and collaboratively than ever before.”
Cambridge University Hospitals (CUH) is one of the largest and best known hospitals in the country. As well as delivering care through Addenbrooke’s and the Rosie, it is also:
- A leading national centre for specialist treatment for rare or complex conditions
- A government-designated biomedical research centre
- One of only five academic health science centres in the UK
- A university teaching hospital with a worldwide reputation
- A partner in the development of the Cambridge Biomedical Campus
CUH’s vision is to be one of the best academic healthcare organisations in the world. For more information please visit: http://www.cuh.org.uk/addenbrookes-hospital
About UnifyUnify is one of the world’s leading communications software and services brands, providing integrated communications and collaboration solutions worldwide. Our customers range in size from 5 employees to 500,000+ employees. Our solutions unify multiple voice, video and data networks, connected devices and applications into one easy-to-use platform that allows teams to collaborate effectively and efficiently – anytime, anywhere. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, improves employee satisfaction and enhances business performance. Unify has a strong heritage of product reliability, innovation, open standards and security. Our OpenScape and Circuit communications solutions provide a seamless and efficient collaboration experience – on any device. Together, the group’s global team of UCC experts and service professionals set the standard for a rich communications and collaboration experience that empowers teams to deliver better results. Unify is an Atos company.
Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.
Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.
#Note: All trademarks mentioned herein are property of their respective owners.