CASE STUDY > Contact center software in healthcare
Healthcare case study: how INGO optimized customer experience
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Integration of systems for a multichannel strategy in the medical field
The client sought to optimize the operations of their call centers and gain a clearer and more immediate view of performance.
By leveraging INGO’s Contact Center Software, it was possible to configure a customized IVR system to streamline wait times and, at the same time, allow staff to work from home, all during the peak of the Covid pandemic in 2020.
Thanks to the optimization of the service and the simplification of requests through an IVR system, along with user-friendly dashboards and analytics, the results were immediately evident. In a short time, managed calls increased by 300%, and the number of operators has multiplied tenfold since the service launched in 2018. In a short time, managed calls increased by 300%, and the number of operators has multiplied tenfold since the service launched in 2018.
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INGO, thanks to multichannel and technological innovations, is able to build specific projects for each company, following the process from the initial analysis phase to the implementation of integrated, scalable and modular omnichannel strategies. For over 20 years, Made in Italy at the service of the customer experience.
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