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Inaya Transforms Customer Engagement with Clinical Precision


Kuwait; 2016: Inaya Medical Center, a multispecialty clinic in Salmiya providing critical care services is collaborating with Viacomms Telecom and Avaya to transform its Contact Center operations. The solution provides patients with a seamless and personalised interaction experience with the Center across multiple communication channels. It additionally ensures all queries are automatically routed to the right agent.


The state-of-the-art customer engagement solution is further enhanced by Viacomms customized software modules such as automated systems to call patients and remind and reconfirm, cancel or reschedule upcoming appointments. Additionally, it creates a dynamic call list which is updated automatically when an incoming call is missed, to ensure that customer queries are later attended to by an agent at the contact center. A feedback module allows the patients to rate their experience after a visit to the clinic and after every interaction with agents.


Inaya Medical Center was established in 2006 with the sole purpose of providing patients with exceptional health care services in areas such as ENT, Dermatology, Obstetric Gynecology, Pediatrics and Ophthalmology, made possible through highly-experienced doctors and care teams. With changing customer demands, Inaya wanted to offer integrated and consistent cross channel interaction between their contact center and its customers.



Abdullah Boodai, Owner – Inaya Medical Center:

“As a customer centric business we wanted to ensure that our customers have a hassle free experience with us which requires a constant line of communication with our agents. We achieved this with the implementation of the Avaya Contact Center delivered by Viacomms. The customized solution provides perfectly for our business needs by automating a number of processes and ensuring all customer calls are attended and managed.”


Jolian Ibrahim, CEO & Co-Founder – Viacomms Telecom:

“Our work with Inaya Medical Centre has given us deeper insight into the unique customer service requirements of the medical sector. With the Avaya Contact Center we were able to provide a solution to address the centers specific business needs. We are happy that we have been able to transform the customer engagement experience and add value through our customized software modules.”


Mohammed Areff, Vice President, Middle East, Africa and Turkey – Avaya:

“Avaya is committed to delivering Digital Transformation-as-a-Service to organizations of all sizes. With our customised and innovative technology solutions, businesses can achieve the competitive advantage they require today. Our contact center provides for efficiency in business process and allows for agents to serve their digitally savvy customers better and manage their expectations.” 


About Viacomms Telecom KSCC:

Viacomms Telecom is Kuwait Shareholding Company specialized in providing customer engagement solutions from world-class vendors who rank as the top leaders in Gartner Magic Quadrant. We believe that customers deserve the best so we provide our clients with completely customized solutions backed up by top-notch experienced technical specialists who hold the highest vendor certifications.


About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage.  The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit



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