Cambridge University Hospital (CUH) selects Unify to drive efficiency in the contact centre

Milton Keynes, UK, Mar 15, 2017

OpenScape enables CUH greater control over the services it provides to staff, patients and visitors, improving Contact Centre agents’ efficiency

In addition, OpenScape offers the advanced features, found in Unify’s Interactive Voice Response (IVR) platform, calls can be routed with ease – ensuring callers get to speak to the right person at the right time. Each call is also tagged, equipping agents to deal with inquiries in the fastest manner and helping deliver a consistently excellent service.

Charlotte Jones, Project Manager in Service Delivery at CUH says: “During the roll out of OpenScape, I was a Shift Leader in the Contact Centre team. We are delighted with the positive impact that Unify’s OpenScape technology has had on our Contact Centre service, since roll out. We are proud of our Contact Centre team and the achievements it has accomplished – The CUH Contact Centre was the only NHS institution to be selected in ICMI’s The Top 50 Companies for Customer Service in 2011 and continued to be a member for four years. Both customer expectations and our standards are rising, and working with Unify has given us the tools to continuously improve our service. Such as, Automatic Call Distribution and Post Processing, allowed our agents to do their jobs quicker and more efficiently, letting them focus on providing the best customer experience possible – while the Shift Leaders are able to coach and monitor with the added support of reporting and call monitoring to ensure high standards are maintained.”

Trevor Connell, ‎General Manager, West/East Region, Unify, adds: “Being chosen to support and transform part of the communications in such a well-respected and revered organisation as Cambridge University Hospitals is a terrific endorsement of Unify’s expertise. Customer service never stands still and investing in communications technology is a must for institutions striving to be at its forefront. Addenbrooke’s Hospital’s trust in Unify’s platform is best displayed by its plans to use our technology to revolutionise other aspects of its operations. The scalability, resilience and reliability of our products allow organisations like Cambridge University Hospitals to enable its employees to work more flexibly and collaboratively than ever before.”

About CUH

Cambridge University Hospitals (CUH) is one of the largest and best known hospitals in the country. As well as delivering care through Addenbrooke’s and the Rosie, it is also:

  • A leading national centre for specialist treatment for rare or complex conditions
  • A government-designated biomedical research centre
  • One of only five academic health science centres in the UK
  • A university teaching hospital with a worldwide reputation
  • A partner in the development of the Cambridge Biomedical Campus

CUH’s vision is to be one of the best academic healthcare organisations in the world. For more information please visit:

About Unify

Unify is the Atos brand for communication and collaboration solutions. At the core of the Atos Digital Workplace portfolio, Unify technology enables organizations of all sizes to transform the way they collaborate, creating a more connected and productive workforce which can dramatically improve team performance, individual engagement and business efficiency.

Unify products represent a strong heritage of technology innovation, reliability and flexibility. Their award-winning intuitive user experience can be delivered through almost any device and in any combination of cloud or on-premise deployment.  Augmented by Atos’ secure digital platforms, vertical solutions and transformation services, they set the global standard for a rich and reliable collaboration experience that empowers teams to deliver extraordinary results.

About Atos

Atos is a global leader in digital transformation with 120,000 employees in 73 countries and annual revenue of over € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions through its Digital Transformation Factory, as well as transactional services through Worldline, the European leader in the payment industry. With its cutting-edge technologies and industry knowledge, Atos supports the digital transformation of its clients across all business sectors. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, Unify and Worldline. Atos is listed on the CAC40 Paris stock index.

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