The Gemotest laboratory completed large-scale upgrade of contact center

2020: Upgrade of contact center

The medical Gemotest Laboratory company completes large-scale upgrade of contact center. The updated technology infrastructure will allow to save quality of service at service of the increased flow of addresses of patients. Mango Telecom — the supplier of cloud communication services for business became the technology partner of Gemotest. Mango Telecom reported about it on July 31, 2020.

Daily the Gemotest Laboratory makes tens of thousands of medical analyses for patients from the whole country. The contact center works round the clock and in the multi-channel mode — receiving not only phone calls, but messages from social networks, messengers and by e-mail.

At the same time it is about the complex organization of "hot line". Except the operators who are making out requests in contact center medical specialists work. They make recommendations about the choice of necessary analyses, help to decrypt results, explain diagnostics methods.

Our specifics seriously raise requirements to communications — the head of development of the information systems "Gemotest" Alexander Pekin says. — It is about health, and we are obliged to make a maximum that in any situation, at any time to remain with the patient in contact, always to have for it available communication channels and the professional grade of consultations.

At the first stage the stock of Mango Office is unrolled on profiles of 160 employees from which 85 always are on the line and receive more than 300 calls per hour.

The virtual PBX and the Mango Office platform for contact centers are completely ready to the solution of all tasks if it is necessary to provide good user experience, reliability of communication in the conditions of an intensive flow of addresses, continuous performance monitoring and qualities of work on lines — the project manager of Mango Telecom Vladimir Zayakin comments.

By expert calculations, "Gemotest" will practically reduce percent of the missed addresses to zero, and waiting duration during peak loads on call center will decrease by lines up to 30 seconds.