A visionary company with legacy systems
Carestream Dental is transforming dentistry, simplifying technology and changing lives around the world with its innovative digital products and support. From imaging equipment, CAD/CAM solutions and imaging analysis software to practice management and billing systems, the company captures 2 billion images annually to properly diagnose patients, improve workflows and offer superior care.
Carestream Dental has 225 customer care advisors who are globally dispersed at technical solution centers. They support more than 30 products and typically interact with customers through phone, email and chat. With IT complexity growing, the company wanted a more agile, cloud-based business model.
“Managing legacy phone systems with all the associated handsets, onsite infrastructure, ACDs and troubleshooting was extremely resource-heavy,” said Brian Harris, Director, Americas Remote Support, Carestream Dental. “So, when we separated from our parent company and had to stand up a new system from scratch, we looked for one that was infrastructure- and administration-light.”
Shedding restrictive hardware
After exploring its options, Carestream Dental chose the Genesys Cloud platform. “We wanted a solution with the right feature set that was easy to use and a good fit with our disaster recovery plan,” added Harris. “Since then, Genesys Cloud has served us well, efficiently handling around 40,000 calls a month. In addition, Genesys Workforce Engagement Management has simplified resource planning and reduced the time we used to spend organizing agent schedules.”