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Fundación Cardio Infantil Improves Customer Care withSolutions from Avaya

11-09-2004
  • One of the most important medical facilities in Colombia has improved customer service while reducing costs by more than 15 percent
Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that Fundación Cardio Infantil, one of the most important medical facilities in Colombia, has implemented telephony solutions from Avaya that have improved customer service while reducing costs by more than 15 percent.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that Fundación Cardio Infantil, one of the most important medical facilities in Colombia, has implemented telephony solutions from Avaya that have improved customer service while reducing costs by more than 15 percent.

Fundación Cardio Infantil was founded in 1973 for the diagnosis and treatment of cardiovascular diseases for children of low-income families. More than 200 physicians and specialists work at this internationally recognized facility that now provides medical services to patients of all ages.

For health care organizations timing is everything, especially when dealing with human lives. Quick delivery of services is paramount and an efficient communication system is vital. Prior to installing a new communications system, calls to Fundación Cardio Infantil were handled by an operator. Response times were slow, thereby generating communication problems and inadequate customer care.

With the new telephony solution from Avaya, all communications processes are now automated and users can dial patient rooms directly or have their calls routed according to their needs by dialing specific codes.

The institution has been able to save over 15 percent in telephony expenses thanks to the new system of control and cost calculation. More than half of the phone lines belonging to physicians and specialists providing outpatient services have been incorporated into the system, which monitors and controls Internet and long distance use. In addition, response times for customer care have improved by 35 percent thanks to a new Call Center that has greatly increased customer satisfaction.

"At the Fundación we have set a policy not to acquire technology just for the sake of it; rather, we invest in technology that truly fulfils our needs and improves our performance. Avaya provides us with scalable solutions that allow us to enhance customer service and grow according to our needs," said Arturo Quintero, IT manager of the Fundación.

The institution installed an Avaya DEFINITY® SI server connected to five primary servers supporting more than 700 active workstations used by the staff as well as by customers and patients. The system uses Avaya Basic Call Management System Reporting Desktop software, AUDIX® messaging system and a tariff calculator for expense control.

The call center that was installed features 22 agents that take care of customer service, including scheduling of visits, medical appointments and responses to questions regarding service. The solution was implemented by World Service Telecomunicaciones, an Avaya BusinessPartner.

Currently the Fundación is in a process of migrating to IP Telephony and Unified Messaging with Avaya INTUITY AUDIX, which will enable the integration of telephony with e-mail, as well as further improve communication and customer care while protecting current investments.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications — and distinguished by comprehensive worldwide services — Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

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