Balancing the Load
to streamline 1.5M FHA calls
Senior Manager, PR
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
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.
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 genesys.com on
Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.
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