LogistiCare, an organization helping state governments and managed care organizations run transportation and integrated health care programs, has chosen Avaya (NYSE: AVYA) IX contact center (CC) and unified communications (UC) solutions as its platform for delivering enhanced customer and workforce experiences, providing over 24 million people better access to care in their communities.
@Avaya IX converged #UC & #CC solutions help @logisticare provide positive experiences for customers that keep them coming back. #ExperiencesThatMatter
Avaya Intelligent Xperiences – or Avaya IX – encompasses a portfolio of solutions for Contact Center, Unified Communications and Collaboration, and represents the convergence of business communications to an intelligent platform underpinned by customer-led innovation. HIPAA-compliant options, supported by an independent third-party audit, are available for Avaya Managed Services premise-based solutions and for Avaya OneCloud IX Contact Center.
With Avaya IX, users can create experiences that make a lasting impact across social, email, phone calls, or whatever channel their customers prefer to engage with the brand when purchasing products and services or seeking support. Avaya partner ConvergeOne, a leading global IT services provider of collaboration and technology solutions, managed the implementation and the ongoing service and support.
As the nation’s largest manager of non-emergency medical transportation, LogistiCare manages more than 65 million rides annually in 43 U.S. states and the District of Columbia. From having the industry’s most robust call center technology, automating processes for its drivers, to knowing the precise locations of members, LogistiCare is taking innovation to a whole new level. The company focuses on three key areas to provide superior customer experience:
- Innovative Technology: Using the latest fleet monitoring technology to gauge traffic flow and track members’ rides before, during, and after pick up to help them get to their destinations as quickly and safely as possible.
- Stringent Oversight: Members can be assured that drivers and vehicles have undergone a strict credentialing process, including vehicle inspections, driver and attendant background checks and screening, and surprise field monitoring checks to assure riders experience safe and reliable transportation at all times.
- “We Care” Service: Providing quality service has been a hallmark of their business since its inception. The company has serviced millions of specialized trips for members with an emphasis on quality service and delivering it with every call, every interaction, and every ride.
“Our Avaya IX converged UC and CC solutions help us provide positive experiences for customers that keep them coming back, and instill confidence with our government and organization partners. We love working with Avaya and have partnered with them for over fifteen years,” said Nate Bielamowicz, LogistiCare Enterprise Voice Architect. “We selected Avaya as our provider-of-choice because they are the clear leader in contact center, and as we have grown together, our Avaya solutions now encompass a full spectrum of communication and collaboration technology that truly create experiences that matter for us and our customers.”