LogistiCare Provides Healthcare Access to Millions Across the U.S. With Avaya Communications

LogistiCare, an organization helping state governments and managed care organizations run transportation and integrated health care programs, has chosen Avaya IX contact centre (CC) and unified communications (UC) solutions as its platform for delivering enhanced customer and workforce experiences, providing over 24 million people better access to care in their communities.

Contact Centre CLUB

Avaya Intelligent Xperiences – or Avaya IX – encompasses a portfolio of solutions for Contact Center, Unified Communications and Collaboration, and represents the convergence of business communications to an intelligent platform underpinned by customer-led innovation. 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.

With Avaya IX, users can create experiences that make a lasting impact across social, email, phone calls, or whatever channel their customers prefer to engage with the brand when purchasing products and services or seeking support. Avaya partner ConvergeOne, a leading global IT services provider of collaboration and technology solutions, managed the implementation and the ongoing service and support.

As the nation’s largest manager of non-emergency medical transportation, LogistiCare manages more than 65 million rides annually in 43 U.S. states and the District of Columbia. From having the industry’s most robust call centre technology, automating processes for its drivers, to knowing the precise locations of members, LogistiCare is taking innovation to a whole new level. The company focuses on three key areas to provide superior customer experience:

Innovative Technology: Using the latest fleet monitoring technology to gauge traffic flow and track members’ rides before, during, and after pick up to help them get to their destinations as quickly and safely as possible.

Stringent Oversight: Members can be assured that drivers and vehicles have undergone a strict credentialing process, including vehicle inspections, driver and attendant background checks and screening, and surprise field monitoring checks to assure riders experience safe and reliable transportation at all times.

“We Care” Service: Providing quality service has been a hallmark of their business since its inception. The company has serviced millions of specialized trips for members with an emphasis on quality service and delivering it with every call, every interaction, and every ride.

“Our Avaya IX converged UC and CC solutions help us provide positive experiences for customers that keep them coming back, and instill confidence with our government and organization partners. We love working with Avaya and have partnered with them for over fifteen years,” said Nate Bielamowicz, LogistiCare Enterprise Voice Architect. “We selected Avaya as our provider-of-choice because they are the clear leader in contact centre, and as we have grown together, our Avaya solutions now encompass a full spectrum of communication and collaboration technology that truly create experiences that matter for us and our customers.”

About LogistiCare

LogistiCare, a wholly owned subsidiary of the Providence Service Corp. (Nasdaq:PRSC), is the nation’s largest provider of non-emergency medical transportation programs for state governments and managed care organizations. A long-time advocate for access to care, the company also supports integrated healthcare programs that better care coordination efforts, improve outcomes, and ultimately reduce costs.

About ConvergeOne

Founded in 1993, ConvergeOne is a leading global IT services provider of collaboration and technology solutions for large and medium enterprises with decades of experience assisting customers to transform their digital infrastructure and realize a return on investment. Over 11,000 enterprise and mid-market customers trust ConvergeOne with collaboration, enterprise networking, data center, cloud and cybersecurity solutions to achieve business outcomes. Our investments in cloud infrastructure and managed services provide transformational opportunities for customers to achieve financial and operational benefits with leading technologies. We deliver solutions with a full lifecycle approach including strategy, design and implementation with professional, managed and support services. ConvergeOne holds more than 6,300 technical certifications across hundreds of engineers throughout North America including three Customer Success Centers. More information is available at convergeone.com.

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 www.avaya.com.