Cape Cod Healthcare Improves Patient Experience by Upgrading Digital Communications Infrastructure with Avaya Solutions

Cape Cod Healthcare, leading provider of healthcare services in New England, is implementing new and innovative ways to enhance the patient experience with the help of unified communications and contact centre solutions from Avaya, a global leader in solutions to enhance and simplify communications and collaboration.

Contact Centre CLUB

Cape Cod Healthcare has 5,300 employees, over 450 physicians and nearly 800 volunteer staff at its two acute care hospitals, nursing and rehabilitation facility, assisted living facility, along with homecare and hospice services and numerous additional health programs serving multiple communities. They recognized the need to modernize their communications infrastructure and turned to Avaya and Integration Partners, which introduced its Loyalty2gether initiative to provide organizations with older communications platforms the incentives to upgrade to up-to-date Avaya IX Contact Center and Workplace solutions that can form the basis of a truly successful transformation strategy.

Avaya Intelligent Xperiences – or Avaya IX – encompasses a portfolio of solutions for Contact Center, Unified Communications and Collaboration, underpinned by customer-led innovation. For the healthcare industry, HIPAA-compliant options, supported by an independent third-party audit, are available for Avaya Managed Services premise-based solutions and for Avaya OneCloud IX Contact Center.

“Our focus is on achieving and maintaining the highest standards in healthcare delivery and service quality, and we chose Avaya over competing solutions, greatly improving our patient experience, along with benefitting from best-in-class analytics and reporting to increase efficiency,” said Paul Wills, telecommunications manager, Cape Cod Healthcare. “Avaya has been a great partner to lead us through our modernization journey, and continues to help us transform and adapt to provide outstanding customer service for the future.”

For healthcare providers, the care team’s ability to communicate with patients along their health journey is vital to the mission of supporting their care plan and reducing readmissions. By connecting people, resources, data, and solutions, providers can optimize operations and reduce risk, while increasing operational efficiency and profitability. A flexible communications solution is critically important to the successful digital transformation of health care systems. The top 10 healthcare services companies in the world, and the top 10 U.S. hospitals all depend on Avaya communications solutions to enhance patient experience, improve care team effectiveness and collaboration, and drive increased efficiency.

Avaya Solutions for Connecting Healthcare:

Improve Patient Outcomes: Help your care team members communicate seamlessly so they’re more accessible—to each other and to patients. Be ready anytime, anywhere to collaborate about care, provide patient support, and respond to emergencies.

  • Integrate communications into workflows
  • Keep electronic health records up to date
  • Proactively check in with patients

Create a Better Patient Experience: First, give patients many ways to connect with you—support multiple inbound and outbound communication channels. Then, streamline behind-the-scenes systems that keep up with data and information.

  • Go digital for scheduling, referrals, and transfers
  • Automatically send patient reminders
  • Improve revenue cycle inquiries

Personalize & Coordinate Care Plans: Give patients in any location the most appropriate, convenient, and cost-effective care by using telehealth video and proactive outreach.

  • Provide remote access to specialists and care teams
  • Monitor preventative, chronic, home, and end-of-life care plans
  • Reduce no shows and leakage

About Avaya

Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter.

Visit us at