Jessenius, a well-known diagnostic center in Nitra, faced significant challenges in its contact center operations, especially during peak hours. As a healthcare facility providing essential medical services, ensuring effective communication with patients was a top priority.
Challenges:
- The Jessenius diagnostic center needed to ensure continuous service availability and address call accessibility issues when patients contacted the call center to schedule or reschedule appointments.
- During peak times, the call center struggled to handle high call volumes, resulting in patients frequently encountering a busy tone or being unable to get through at all.
- This situation led to a decline in patient satisfaction and an increasing number of missed calls, which had to be handled later in a disorganized manner. This process added to the workload of call center agents and impacted overall efficiency.
Solution:
We implemented our CCaaS (Contact Center as a Service) solution Omni-A, which included:
- Call Queue Management – A system that places patients in a queue, ensuring they can wait for the next available agent rather than encountering a busy line.
- Virtual Hold – Automated callbacks, allowing patients to hang up and receive a return call instead of waiting on hold.
- Call Distribution – A system that records callback requests and automatically assigns them to available agents during lower call volume periods.
- Real-Time Reporting – A monitoring tool providing live insights into call center operations, allowing for performance evaluation and client satisfaction analysis.
Benefits of Transitioning to a CCaaS Solution
CCaaS enables companies to operate their call centers and customer support from the cloud without requiring extensive physical infrastructure.
Some of the key advantages include:
- Flexibility & Scalability – Businesses can easily adjust the size and capacity of their contact center according to demand without investing in new hardware or software.
- Reduced Costs – With infrastructure and maintenance managed by the service provider, companies can significantly lower capital and operational expenses.
- Fast Implementation – CCaaS solutions can be deployed quickly, allowing businesses to respond swiftly to changing customer and market needs.
- Integration with Other Systems – These solutions offer seamless integration with CRM systems and other platforms, enhancing overall efficiency and customer data management.
- Access to Advanced Features – CCaaS provides access to modern technologies such as AI, analytics, and omnichannel support (phone calls, emails, chats, social media), which would otherwise be costly and complex to implement.
CCaaS Solutions – A Smart Choice for Companies Seeking Flexible and Cost-Effective Customer Support Enhancement.
Collaboration Process
The first contact with the Jessenius clinic took place in November 2023. After an initial meeting and specification of requirements for integrating the existing telephone system, the solution was quickly implemented. The system was successfully deployed within approximately two weeks after the functional specification was approved and requirements were finalized, allowing Jessenius to start using the new solution by March 2024.
Ing. Pavol Halaj
Project Manager for the Contact Center Implementation at JESSENIUS - Diagnostic Center a.s.:
"The collaboration was conducted at a highly professional level, and the implementation itself was faster than we had expected. The results are outstanding – not only did we efficiently resolve the issue of handling calls during peak hours, but we also gained a modern system that enables us to easily follow up with clients and provides clear reports, allowing us to continuously improve our services."
Through this transition
Jessenius gained:
100% of calls handled
Over 110,000 calls processed
90 000
inbound calls
More than 20 000
callback requests
The implementation of the new system has brought significant improvements:
- 100% of calls answered – Every call was handled, eliminating issues with busy tones and missed calls.
- Reduced administrative burden – Automated callbacks minimized the need for manual tracking of missed calls.
- Improved patient satisfaction – Patients appreciated always receiving a callback and not having to wait long on the line.
- Flexibility and scalability – The solution enables future service expansion, including integration with digital channels like SMS and WhatsApp.
Since the solution was launched, operators have handled over 110,000 calls, including 90,000 inbound calls and 20,000 callbacks. In other words, more than a third of calls were recorded as callback requests and delivered to operators without them having to check missed call lists on their phones or manually track follow-up requests.
Additionally, we ensured that clients were properly attended to—no one was overlooked, and callback requests were scheduled outside peak communication hours.
The key added value lies in better client management (queues and missed calls), which was particularly crucial in the morning between 8–10 AM, as well as improved staff efficiency in handling calls.
The implementation of the Omni-A solution in the Jessenius diagnostic center has significantly improved the efficiency of the call center and patient satisfaction, thanks to Omni-A. The quick and effective deployment of the system, which seamlessly adapted to the existing infrastructure, was key to the project's success. Jessenius can now manage calls more efficiently and provide better patient care by reducing the workload of its staff.
Success story for download:
JESSENIUS
Jessenius, founded in 2001, is one of the leading providers of healthcare in the field of radiology in Slovakia. The company started with traditional X-ray departments and gradually expanded its services to include ultrasound, computed tomography, magnetic resonance imaging, densitometry, and mammography.
Modern technology is a key part of its approach—100% of its facilities operate on digital, filmless technology. In addition to state-of-the-art equipment, Jessenius prioritizes patient comfort, as reflected in the welcoming and pleasant interiors of its facilities.
Omni-A
Omni-A is a comprehensive solution for efficient customer support, designed to meet the needs of both small and large organizations. This tool centralizes communication from all channels a company uses, providing easy access to complete customer information. With the ability to adapt to specific requirements and seamless integration with internal systems, Omni-A ensures fast and effective customer support responses. Additionally, it offers comprehensive reports from a managerial perspective and robust protection for both the system and sensitive data.