Nebraska Medicine Creates A More Connected Experience to Elevate Patient Care With Avaya
May 20 2021 - 8:00AM
Business Wire
Avaya OneCloud™ CPaaS provides flexibility,
speed and scale to connect people with better healthcare
Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, is working with Nebraska
Medicine, using the Avaya OneCloud™ platform, to effectively manage
the enormous shift in patient interactions experienced during the
pandemic, and get individuals the care they need, when they need
it. The AI-powered experience platform is also enabling this
leading U.S. healthcare provider to easily and rapidly adjust their
processes and workflows to provide direction on COVID-19 testing
and vaccine administration to help the national recovery
effort.
Omaha-based Nebraska Medicine is one of the state’s largest
healthcare systems, with an extensive network of nearly 40
specialty and primary care health centers. Early in the pandemic,
the Centers for Disease Control (CDC) turned to Nebraska Medicine
as a first-line leader in the fight against COVID-19 and the
organization knew it had to prepare for unprecedented increases in
call volume from the community. By subscribing to Avaya OneCloud
CPaaS (Communications Platform as a Service), it was able to
quickly deploy a smart, cloud-based conversational solution to help
prioritize essential calls and reduce stress on customer service
agents and other internal resources while continuing to deliver
extraordinary patient care.
“Flexibility was key as COVID-19 has made it difficult to
predict what we needed to handle next,” said Frank Plummer, Manager
of IT Telecommunications at Nebraska Medicine. “Essential calls in
the Northeast U.S. region increased by more than 60 percent over
normal volume in one month alone. Avaya’s flexible consumption
model enabled us to adapt quickly and scale to handle any number of
calls with the benefit of only paying for usage we needed. By
having the cloud communications solution manage the first level of
triage, agents are freed up to handle more complex or pressing
issues and our IT organization can focus on continuing improvement
in other key areas. We could only have done this with Avaya.
Anything else would have taken an unacceptably long time, carried
too much cost, reduced operational capacity at the edge, or
compromised the quality metrics our customer needs to deliver.”
Avaya and Nebraska Medicine co-developed a call flow for its
network of over 9,000 employees in the event a worker began
experiencing COVID-19 symptoms. Leveraging their combined extensive
knowledge base and experience, Nebraska Medicine and Avaya helped
ensure the hospital could provide employees with a dedicated and
easy path to reporting symptoms through the automated system rather
than flooding the organization’s call center agents.
“A care team’s ability to communicate with patients along their
health journey is vital to the mission of supporting care plans and
reducing readmissions,” said Simon Harrison, SVP and Chief
Marketing Officer, Avaya. “Avaya OneCloud helps extend the ability
to support every touchpoint, modality, and persona for both patient
and employee journeys. By connecting people, resources, data, and
solutions, healthcare organizations can optimize operations and
reduce risk while increasing operational efficiency. When it comes
to the digital transformation of healthcare systems, nothing’s more
important than a flexible communications solution.”
Avaya OneCloud™ CPaaS offers businesses an easy-to-use platform
with a comprehensive set of communications functions, which can be
seamlessly incorporated into any type of application. It is a
force-multiplier that enhances the composability of the Avaya
OneCloud UCaaS and Avaya OneCloud CCaaS portfolios. This
composability enables businesses to combine cloud-based building
blocks to form packaged capabilities that enable applications to
support an ‘always-on’ business posture to keep customers
connected, orchestrate their journey, align business resources, and
leverage interactions and data to better understand and create the
right experiences for each customer.
Additional Resources
- Read the full Nebraska Medicine case study.
- Learn what your business can do with Avaya OneCloud CPaaS.
- Request a free Avaya workshop on how to Elevate Inbound and
Outbound Interactions with Your Customers.
- Watch a video overview of Avaya’s composable healthcare
solutions
- Read out blog, How COVID-19 Forced Health Providers to Rethink
the Patient Experience.
About Avaya
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com
About Nebraska Medicine
Our mission is to lead the world in transforming lives to create
a healthy future for all individuals and communities through
premier educational programs, innovative research and extraordinary
patient care. Learn more at NebraskaMed.com.
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Source: Avaya Newsroom
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