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HAP Zeeland Ups Communications Health with storm Cloud Contact Centre PDF Print E-mail
Friday, 27 November 2015

Dutch out-of-hours GP replacement service, HAP Zeeland, has deployed a Cloud Contact Centre service on storm®, Content Guru’s Communications Integration™ platform.


The Netherlands boasts the highest-ranked healthcare system in Europe, having topped the annual Euro Health Consumer Index (EHCI) every year since 2008. Operating within this vital industry, HAP Zeeland’s contact centre is often subject to completely unstructured demand, with health issues affecting unpredictable numbers of patients at unpredictable times.

Through storm, HAP Zeeland takes advantage of intelligent Automated Contact Distribution (iACD®) technology, which evaluates the priority of every enquiry and ensures that patients are always connected to a relevant, available HAP agent who will be able to provide instant care. Critical patients are connected immediately through to a physician.

During peaks in July and August, storm automatically scales to handle any volume of enquiries, while enabling HAP Zeeland to make savings on deploying additional consultants at a moment’s notice. Integrated reporting enables the organisation to comply with stringent industry regulations, while the cloud model of storm reduces operational costs. Camiel Rentmeester, ICT Manager at HAP Zeeland, commented:

“HAP Zeeland delivers critical out-of-hours healthcare support to over 90,000 people in the Zeeland province, making us the frontline care provider for over two-thirds of every week. storm uses intelligent contact routing to connect patients to the most appropriate resource for their enquiry, enabling us to talk to priority customers immediately. The service also delivers complete visibility over all communications, allowing us to continually enhance our services. HAP Zeeland is now a technological pioneer in our industry, blazing a trail for other care providers!”

Michael van den Brink, Netherlands Country Manager at Content Guru, added: “We are delighted to implement this project in the Dutch healthcare sector. When the standards of the industry are already so high, it is vital that we are able to deliver best-in-class communications capabilities which connect urgent patient enquiries to the best available consultants, every time. The storm platform delivers the vital blend of reliability, scale and intelligent multi-channel routing which continues to build on our position as one of Europe’s foremost Cloud Contact Centre providers.”
 
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