Fraser Health provides primary healthcare, community home care, mental health and addiction services, as well as acute medical and surgical services. It is one of six publicly funded healthcare regions operating within British Columbia, and is one of Canada’s largest and fastest-growing health authorities. Fraser Health operates 12 hospitals, including Level 1 and 3 Trauma centers, as well as the province’s first state-of-the-art outpatient care and surgery center.

Legacy systems and disparate architecture created inefficiencies at The Fraser Health Switchboard contact center—one of three centers operating within the authority. These agents are responsible for transferring a multitude of call types to one of 12 hospitals. The switchboard also takes code calls, which are calls that involve potentially life-threatening incidents. Switchboard relied on Nortel and NEC Systems for PBX and ACD functionality. As these systems reached end-of-life, Fraser Health looked to not only modernize functionality, but also consolidate and standardize across their two Switchboard sites.

Using the open, all-in-one multichannel customer engagement platform positions Fraser Health for rapid and cost-effective growth, while empowering the healthcare services organization to deliver faster, more accurate services that contribute to life-saving procedures.

Benefits:

  • 25% reduction in call handle times
  • Critical calls answered in seconds
  • Improved agent performance with integrated recording and reporting 

“We’ve reduced our average call-handle time by about 25% and our agents absolutely love the one-click transfers. More importantly though, the technology reduces chances of errors which is critical when a life is potentially at stake.”

Thomas Quigley, Contact Center Director
Fraser Health

Solutions

Challenges

  • End-of-life ACD and multiple siloed systems
  • Manual, paper-based processes hurt productivity and created errors
  • Lack of integrated recording or reporting results