The client is a leading regional specialty pharmacy. They provide specialty medications and health care for patients with chronic and complex health conditions, including cancer, multiple sclerosis, inflammatory and autoimmune diseases, infectious diseases, hemophilia, genetic disorders.
The company sought a call recording application to capture calls from their 40-seat contact center. Aurus PhoneUP was selected for its comprehensive feature set, intuitive usability, and competitive pricing. The application records daily conversations with patients, physicians, and manufacturers of medications. During the POC, Aurus PhoneUP outperformed well-known industry leading solutions, gaining the client’s complete trust and confidence.
The customer enjoyed the benefits of PhoneUP integration with Cisco UCM and Cisco UCCX contact center. This integration allows users to fetch metadata from Cisco contact center and easily search recordings by agent login, queue name, and other contact center specific parameters.
The call recording helps improve quality management by providing valuable insights for training. Integrations empower employees to efficiently access and analyze call recordings, leading to faster issue resolution and more personalized customer interactions.
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