September 12, 2017


Balancing the Load

Program expected to streamline 1.5M FHA calls
By Rachel  Faulner Senior Manager, PR



raser Health Authority, one of Canada's largest and fastest-growing health care services providers, has deployed PureConnect™, a multichannel engagement offering from Genesys®, the global leader in omnichannel customer experience and contact center solutions.


PureConnect is a proven, all-in-one multichannel engagement offering that is rapid to deploy, simple to administer, flexible, and easily tailored to meet specific needs. It comes with comprehensive services for mid-size to large organizations and is available both on-premise and in the cloud.

According to Fraser Health's Contact Center Manager, Thomas Quigley, PureConnect's ease-of-integration and ability to run a single instance across multiple sites were the major factors in its selection. "PureConnect's unique, open, all-in-one architecture meant we could take calls from multiple PBXs, plus we could use our own off-the-shelf hardware," he said. "In addition, we would have one instance supporting multiple divisions, thus eliminating the need to replicate applications."

PureConnect replaced aging, end-of-life Nortel and NEC systems for its automatic call distribution (ACD) functionality. As a result of deploying the Genesys solution, Fraser Health has significantly modernized and increased the efficiency of its contact center operations by automating and digitizing its directory, thereby eliminating manual, antiquated paper-based processes. "We've reduced our average call handle time by about 15 percent, and our agents absolutely love the one-click transfers. More importantly, though, the technology reduces chances of errors which is critical when a life is potentially at stake."

Another advantage cited by Quigley was Fraser Health's customization of PureConnect so that it could load-balance call volume and prioritize emergency code calls between its contact center locations and agents. "One of our biggest internal requests was to distribute calls more evenly as they need to be picked up within seconds. We've accomplished that with the customization of PureConnect."

Fraser Health can now more accurately measure call volume and track performance through the integrated recording and reporting functionality. "Using PureConnect, we can evaluate calls for training purposes and immediately resolve any issues. This is important to improving the customer experience."

Additionally, PureConnect improved the company's business continuity plans. "In an emergency situation like an evacuation, we can now complete a telco switchover in a matter of minutes or less. This dramatically reduces the chance that we'll miss a code call,"said Quigley.

According to Quigley, he plans to continue to mature Fraser Health's contact center by further leveraging the robust functionality of PureConnect as well as expanding how his team supports the organization. "We want to add features like email and fax," he said. "With some additional training, we can cost-effectively support the growth of Fraser Health and improve services. It's a great feeling."

For more details on how Fraser Health is benefiting from PureConnect, read the full case study on the Genesys website.

About Genesys
Genesys® powers more than 25 billion of the world's best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.


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