Explana Research Laboratory advises patients using the Naumen Contact Center cloud platform SaaS

2022: Implementation of Naumen Contact Center SaaS

On April 12, 2022, the company Naumen announced that a private medical laboratory St. Petersburg Explana had introduced to Naumen Contact Center SaaS optimize the operation of the client service. Using the tools cloudy of the communication platform, the company's specialists answer questions on 1 thousand types of medical research.

Naumen Contact Center SaaS has made it possible to implement a high level of automation of customer support in the shortest possible time. Using the cloud platform, laboratory specialists accept incoming appeals and provide qualified assistance on various issues: they help to navigate the selection of studies, order analyses on the site, and make an appointment. Patients can receive support in several channels: by phone, on the site or in instant messengers.

During 20 years of work in the field of laboratory diagnostics, we have always emphasized the high quality and features of the studies performed, and also made the use of high technologies and digital communications our priority. Expanding their presence in the region, they were the first to introduce the ability for patients to order tests online without leaving home. The increasing flow of incoming calls required the use of more effective tools for receiving and processing calls. NAUMEN's omnichannel platform made it possible to do this quickly and painlessly. In just three working days, taking into account the training and configuration of telephony, we, together with NAUMEN engineers, received a full-fledged contact center and completely transferred the processing of all voice calls to it, "said Elena Naumova, head of marketing and client support at Explana Research Laboratory.

Naumen Contact Center SaaS allows you to launch a full-fledged enterprise level omnichannel contact center within one working week. With the help of our platform, you can work with voice, text, as well as make video calls - which is very relevant for telemedicine, "said Sergey Popov, director of the department of contact centers and robotic systems at NAUMEN.