A Nationwide US Medical Center Transforms Patient Experience by Leveraging Primas Contact Center Solutions

Top US healthcare provider with over 100 hospitals and clinics nationwide upgrade their Avaya-based contact center utilizing Primas solutions and professional service

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About Our Customer

A leading US healthcare provider with a huge network of over 100 hospitals and clinics nationwide sought to revamp its contact center. Upon a suggestion from the International Avaya User Group member, the customer has been satisfied with Primas Contact Center Solutions. They now endorse us as their extended innovation arms for continually fulfilling the industry complexities and requirements.

  • Industry: Healthcare
  • Size: 100+ hospitals and clinics
  • Country: The United States
about primas customer use case uw medicine

Challenges

The customer faced a multi-faceted challenge in transforming their contact center and CX solutions:
  • Due to healthcare-specific requirements for software and rapid change in business growth, standard cloud-based solutions failed to serve the customer’s needs
  • The importance of timing in healthcare services has been accelerated since the COVID-19 pandemic due to the rise in the number of patients and the complexity of services
  • The customer is keen to leverage new technologies like AI to seize huge growth opportunities while maintaining the stability of their core business

Primas Usable Solutions

Started with Free Trial, they now become a Long-term Committed Customer
Primas Professional Services, Contact Center & CX
Primas CX SaaS: Beyond Omni-channel capabilities, Primas CX applications enable Screen pop, Call return, post-call survey, Outreach solutions, and especially Integration with EMR via FHIR API to handle the operations
Primas Application Development: Primas Development Team established a lean process to tailor the software for the customer’s industry-specific needs
Primas Professional Service: As promoted to the customer's extended innovation arm, Primas continuously innovates and offers new capabilities such as AI Agent Assistant and AI Agent Monitoring, CAI Bot, etc. to their Avaya-based contact center
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Success & Results

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