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.”