Case Study

Allied Communications Provides Key Analytics to Optimize Patient Care

Enriching analytics to help drive better insight into call center performance and its impact on the customer experience.

About Connecticut Eye Consultants

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Serving the Danbury area for more than 30 years, Connecticut Eye Consultants (formerly Danbury Eye
Physicians & Surgeons) is a comprehensive ophthalmology and optometry practice committed to
providing a superior level of eye care in a welcoming environment.

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About this project

After being introduced to CT Eye Consultants by their current MSP, we conducted a quick review of their ISP bills and discovered that they were over-spending on
carrier services, which is always the quickest way to save costs.

Due to their high volume and advanced routing, we recommended that a call center would better serve them. We were able to replace their current system with premise-based Avaya IP Office coupled with ACR (Avaya Call Reporting) which offered full call reporting and recording for the entire system and advanced analytics which helped ensure they were staffed accordingly and deliver the best service for their patients.

By working with their MSP, we utilized their current infrastructure to implement their multiple locations seamlessly with SIP trunking and local survivability.

Advanced Analytics

Through a robust call center, CT Eye Consultants can staff accordingly to provide the highest level of patient care. By understanding peak call volume, call hold times, and other analytics CT Eye can staff appropriatately and ensure a great  customer experience.

New System, Less
Money

Equipment used in the project included the Avaya IP Office System integrated with the Avaya Call Center platform.

The result, a 20% telecommunications savings over 10 years with the delivery of this new platform.

SIP Trunks

 Replaced the existing PRI voice circuits with SIP trunking that leverages the Internet connection to deliver voice services.

These SIP trunks were installed in three locations providing a cost savings coupled with Enhanced Voice Disaster Recovery Services.

“We were introduced to Allied Communications because we were in need of phone system refresh, they
were able to listen to our needs and develop a solution that works best for our business which included a
premise based Avaya system with full call center capabilities to give our team insight.

Allied was also able to review all of our carrier services and cut costs while providing brand new equipment.

From start to finish, the Allied Team was available to answer any questions and ensure a smooth installation process. The support from Allied has been impeccable. Jon is always available to help with any issues no matter how small.

We are a large medical office where phone calls are our lifeline to our patients. They offer excellent customer service. We’ve been very happy with the new phone system and with the vendor. Our phones
have never worked better.”

Dr. Matthew Paul

Connecticut Eye Consultants

THE POWER OF AVAYA

Creating better customer experiences through enriched analytics.

Medical offices survive by phone.  Hundreds of appointments are made daily and a solid telecommunications infrastructure is required to deliver those calls.

To support those calls and make sure the lines are staffed during periods of high call volume you need analytics.  With an on-premise Avaya IP Office and Call Center system you can understand your call flow, wait times, and call abandonment rates so you can adjust resources to meet and improve those metrics.

Together Avaya and Connecticut Eye Associates are working to better serve the Greater Danbury community making it easy to connect, schedule, and obtain help with minimal wait times.

 

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CONSULTING SERVICES

CONNECT | MANAGE | MONITOR | SECURE

Phone

(877) 897-6369

Location

88 Farwell Road
West Haven, CT 06516

Email

sales@alliedphone.com

Hours

M-F: 8am – 5pm