Serving Patients with Less Downtime Through TCN

The client

One of the world’s top academic medical centers with a focus on combining advanced treatments and compassionate care to give their patients the best treatment possible in more than 80 specialties.

The challenge

The medical center had been experiencing extended periods of technical difficulty in its call center while being serviced by a previous telephony provider. With up to 500 issues a month, they struggled with everything from outages to general platform problems, resulting in extended outages each year. Without the reliability of their telephony software provider, they were unable to achieve the level of customer service their standards demanded.

The solution

While searching for ways to decrease outages and resolve technical problems in their call centers, the medical center came across TCN’s cloud-based contact center solutions and turned to them for improved platform reliability and customer service. As they moved forward with the implementation process, the client discovered greater features than they originally expected, from better dashboards and upgraded analytics to the ability to make changes to their operations on the fly, TCN’s platform gave the client the power and control they needed to bring their customer service to the next level.

TCN’s flexible platform and responsive support team have empowered them to take control of their operations and software in ways that were impossible with their previous provider. With the help of the TCN team, the client was able to complete a big overhaul without overcomplicating the process. Accessibility to the system and the ability to make adjustments in real-time makes all the difference when quick responses and decisive action are needed. Since implementation, the client has successfully onboarded hundreds of agents with ease.

The results

• The client went from having extended periods of system downtime each year (time with lost income) to less than an hour of downtime a year.
• Agent downtime decreased by 99% after TCN implementation.
• The company increased overall service levels and decreased abandonment rates through reliable service.

See your growth in real-time

The heart of any growth for a contact center is the actionable data that comes from its operations. This growth can only happen when the data is relevant, timely and accurate. The client experienced this firsthand when they implemented TCN and started exploring their new data and reporting capabilities. TCN’s Performance Analytics was one of the most significant solutions the company used thanks to its ability to help them better observe, evaluate and understand agents while receiving real-time data that allows for informed decision making as they strive to better serve their patients.

Always there, on your timetable

One of the great advantages of choosing TCN is its award-winning customer service, with quick response times and the ability for clients to be as hands on or off as they want. The medical center took advantage of this by taking control of changes within their system to optimize their workflows and implement instant changes as they needed.