SUCCESS STORY / EMERGENCIAS

Avaya: Caring for the Healthof Your Communications

emergencias.com.arEmergencias is the leading private medical provider in Argentina withover 3.5 million contact points each year. The challenge is to provide
accurate, agile and flawless communication with its individual andcorporate customers, whilst maintaining quality patient services.
Emergencias standardized on Avaya Contact Centre, allowing themto respond effectively to life threatening cases while expanding andstrengthening the business, improving its healthcare processes, andconsolidating its presence in the Healthcare market.
The adoption of Avaya Contact Center helped Emergencias, a leading

emergency medical services company in Argentina, to provide robust andflexible communications for its individual and corporate customers. The

new platform also allows Emergencias to respond effectively to sometimes

life-threatening situations, while expanding and strengthening the business,
improving core healthcare processes and enhancing its presence inArgentina’s healthcare market, improving core healthcare processes andconsolidated its presence in the Healthcare market.

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1CHALLENGES§ Reduce costs§ Improve call answering times§ Efficiently manage millions ofcommunications§ Maintain and improve patient andcustomer service§ Guarantee uptime

VALUE CREATED§ Universal availability§ Real-time metrics and analysis§ Immediately adapt tochanging situations§ Structural and Operationalcosts reduced§ 6-fold increase in number ofcommunication channels

Caring for Healthcare

Founded in 1979 in Buenos Aires, over the years Emergencias has
never stopped growing. It’s success is reflected in its importantacquisitions of competitor companies specialized in the corporatemarket. This allowed Emergencias to expand its services, incorporate
comprehensive medical plans and provide more affordable
healthcare to individuals.

In 2008, Emergencias became the first company to certify its

processes under the ISO 9001 quality standards. In addition, thecompany was awarded the Premio Mercurio, one of the mostprestigious awards in the healthcare market.

The heart of services

Development of specialized software for healthcare has been oneof the distinctions of its journey, aimed particularly at improving

processes related to the allocation and administration of resources.
This enabled Emergencias to transfer its administration model andinformatics applications to the medical emergency system used byCatalonia, Spain.

Other Emergencias products that stand out: Contigo, Club deEmbarazadas (Pregnancy Club), Traslados especiales (SpecialTransfers), Cuidados domiciliarios (Home Care) and Emerphone,which are almost everywhere in the country, states Germán Nájera,
CTO of Emergencias, who, together with the Operations Director,

Pablo Montes de Oca, and the Infrastructure Chief Nicolás Woloszyn,
led the recent Emergencias technology modernization project.

SOLUTION USED

§ Avaya OneCloud CCaaS“Since we are an emergency healthcare company, we have between

10,000 and 14,000 patient interactions per day. This number may vary
according to the season of the year (they increase in winter season).

We have 2,000 employees plus other 5,000 service providers. We offer
four important services: Life Threatening Risk, Medical Visitation,

Scheduled Transfer and At Home Care. The key for these services isa contact center which categorizes the beneficiary and, based on

the medical triage, defines the need for a transfer, a medical visit or if

there is a life-threatening situation,” explains Mr. Nájera, the engineer.

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Flawless response to millions

Handling between 3.5 to 4 million calls a year, Emergencias had a great

technology challenge: responding flawlessly to such a great volume. “Wedid not have a prioritized structure and automated distribution of servicesand VDNs,” Germán recalls. Distribution of services and VDNs”, Germán

recalls. “We come from Nortel with atrophic numbers, a high level of manual
management to organize telephonic agents, without real time responseand metrics. We performed an updated four years ago, but it was notsatisfactory”, he adds.

Due to all the above, it was very complex to determine maximum levels of callabandonment or define metrics. “Service levels were not optimal; work load
was disproportionate, unequal and with weak results in terms of satisfying

our customers. We had an analog switchboard, limited growth, we faced very
high costs and had to buy lots of hardware, among other disadvantages”,
admits the CTO.

It was key to have a communication platform to comply with operations forservicing critical situations 24/7, every day, since medical emergencies canhappen anytime. “We cannot stop receiving calls. Failure in service availability
could result in death”.

“Three years ago, we decided to replace our technology partner and weevaluated other companies such as Cisco, Genesys and various alternatives.
It was key for Avaya to listen to our challenges, the user experience, andWe offer four
important services:Life Threatening Risk,
Medical Visitation,
Scheduled Transferand At Home Care. The
key of these services
is a contact center
which categorizes thebeneficiary and, basedon the medical triage,
defines the need fora transfer, a medicalvisit or if there is a life
threatening situation”— Germán Nájera, CTO of Emergencias

understand the business before implementing the technology. Avaya got

involved and took responsibility for our success, hired architects and worked
with us as as a team for our communications platform re-configuration,”
Germán Nájera adds.

Flexibility and Quality

Once the new solution was implemented, results became evident. A very

important benefit for Emergencias is the flexibility to adapt immediately tosudden changes in requirements. “From 2017 to this day, we staff between

120 and 140 agents in peak time, and we can now move them into different

skills categories in an automated way because we have real time metrics andwe can make decisions immediately. The supervisor stopped doing this job
manually, and he now dedicates to more quality related aspects,” Germán
Nájera explains.

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Since Avaya unified
everything, the firstbenefit was the operative
maintenance cost oftelephony, and the second,
the reduction of the cost per
minute of outgoing calls.”— Germán Nájera, CTO of Emergencias

The contact center is much more efficient now. Today, with theof the cost-per-minute of outgoing calls. “Today. Emergencias

40% the volume of answered calls. Agents are automaticallyaccording to the availability of agents who can answer thosesame number of people, Emergencias has increased by almostavailable. With a digital telephone service, through SIP, costs
were lowered and the prospect of growing and broadening

is much more efficient. The company places outgoing calls
calls,” says the CTO.

services presented itself.

Intelligent Communication

types of service and, according to the risk involved, gives

a bad word. Other alternatives were being evaluated to change

The automatic system allows prioritizing segments, clients,
priority to actual emergencies. The solution optimized theoperation and improved levels of care and service. “Today wehave an abandonment rate of 4% for emergencies and lessthan 0.2% for Life-threatening Risk. This was a radical change

for the customer, and we achieved greatly improved customer
satisfaction. We now take care of the customer in less than 4seconds”, says Germán Nájera.

Regarding communication channels, previously Emergencias

had 230 channels. Today, the company has 1,400. “Before, themarketing team made outgoing telephone calls with a different
switchboard, with other telephone providers. Since everything
was unified with Avaya, the first benefit was the operative

maintenance cost of telephony, and the second, the reduction

avaya.com“When I started in Emergencias, almost five years ago, Avaya wasbrands. My objective was to change that opinion, since it was aleading brand with very good personnel, with great skills. Avaya

technology allowed us to expand the communication possibilities
that we have with the customer. This year, we want to have moreomni-channel capability via SMA, WhatsApp and email. We are

now looking into the possibility of implementing loT devices toperform monitoring activities or video-conferences of homecare patients.”“This year, we also plan to implement Speech Recognition withspeech analytics (intelligent IVR). We are thinking about a moduleto allow the digital visualization of central saturation. Our purpose
is to strategically improve, for next year, the integration between
Avaya and Salesforce”, concludes Germán Nájera.

© 2021 Avaya Inc. All Rights Reserved.

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About Emergencias

Emergencias is the leadeing company in the extra-hospitable

medical emergencies in Argentina, mainly dedicated to individualand corporate clients. Its continuous work of research andinvestment in technology made it a pioneer in technologicaldevelopment and software applications, and allowed theimprovement of demand processes and management of medicalemergencies. It was awarded and exceeded boundaries.

avaya.com© 2021 Avaya Inc. All Rights Reserved.

Avaya technology
allowed us toexpand thecommunication
possibilities that
we have with thecustomer.”— Germán Nájera, CTO of Emergencias5

About Avaya

Businesses are built on the experiences they provide and every day millions of thoseexperiences are built by Avaya (NYSE:AVYA). For over one hundred years, we’ve enabledorganizations around the globe to win—by creating intelligent communications experiences
for customers and employees. Avaya builds open, converged and innovative solutions toenhance and simplify communications and collaboration—in the cloud, on premise, or ahybrid of both. To grow your business, we’re committed to innovation, partnership, and arelentless focus on what’s next. We’re the  technology company you trust to help you deliver
Experiences that Matter.

Visit us at www.avaya.com© 2021 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in theUnited States and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, andservice marks, respectively, of Avaya Inc.
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