MedLife Pharmacy

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An Online Pharmacy Company Leveraged Cloud Telephony

Medlife.com is a technology company with a heart and dream that every Indian gets to access the best possible health care and aims to be the pioneer healthcare hub that would bring all stakeholders on a single platform so that our customers can have a seamless health care experience.  

Challenges

  • The customer was using an open-source on-premise solution and does not have ready-made modules to work with, which are needed to run an efficient call center solution.
  • Most reports had to be made manually which in Ozonetel are ready-made.
  • No live dashboards or system monitors which can provide a real-time view of agents, call center metrics like AHT, Avg talk time, Connect ratios for outbound, etc
  • No feature to automate Call flows for reminder calls or other activities linked triggers linked with CRM information (CTI Integration)
  • No back-ups in case of PRI or the internet going down
  • The customer was looking for a solution which can integrate with a SIM gateway to fire calls from mobile SIMs

Solution

  • Ozonetel deployed an on-premise solution for Medlife linking the solution with their own PRI from 2 different operators
  • The on-premise solution was integrated with the customer’s SIM gateway to make and receive calls on Mobile numbers

Result

  • A single platform to monitor all business communications has eased the tracking & monitoring process while simultaneously improving the call center’s performance.

Check out the detailed solution for Healthcare Industry

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