Avaya has today announced that it has been awarded a contract by King Abdullah Medical City (KAMC), a leading referral specialist hospital in Saudi Arabia, to deliver unified communications and contact centre solutions. This solution is designed to enhance the healthcare experience at KAMC for patients, and improve collaboration and communication channels for teams in emergency and non-emergency medical cases

With this implementation, KAMC will have the latest Avaya contact center solutions that will deliver efficient and instant capabilities to handle the large number of transactions and patients as well as the internal collaboration requirements. The KAMC team will be able to respond to emergency and non-emergency calls quickly and contextually, supported by instant access to registered patients’ history. The contact center will also automate a large number of operations and will be able to route the calls to the right agent for different enquiries (skills-based calls routing). Integrated social engagement will also enable patients to interact with the hospital customer service through various social media channels.

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