Overview
A top-tier Canadian hospital faced critical visibility gaps and manual backlogs in its medical imaging contact center. By transitioning to RingCX and AI Quality Management (AI QM), they eliminated data silos and automated routine patient communications. This modernization significantly improved the team’s workflows and the patient experience, leading to a 75% drop in patient complaints.
Between faster call handling times, patient-focused features like the callback option, and the valuable tools our managers now have, RingCX and the AI Quality Management, have created night-and-day differences over our old solution in both our team’s efficiency and the quality of our patient experience.
Manager of Medical Imaging
About our customer
Based in Canada, this top-tier hospital provides a full range of acute, post-acute, and community-based healthcare services. Recognized as a top-tier academic hospital, this hospital prepares future healthcare professionals annually through its partnership with 50 leading academic institutions.
The challenge: Disconnected data and manual backlogs
This Canadian hospital’s medical imaging department struggled with a legacy contact center that provided zero real-time visibility into call queues or agent status. With 55 agents handling over 4,000 weekly calls, managers were unable to balance workloads effectively, leading to significant patient frustration and a growing backlog of inquiries.
