The Réseau des Acheteurs Hospitaliers (RESAH) is a leading purchasing group in the French hospital sector, which is gradually extending its network to include local authorities. As part of its mission to optimise public purchasing for hospitals and administrations, RESAH recently entrusted Stelogy (formerly VOIP Telecom) with the task of improving its member service.
To meet this demand, Stelogy has deployed Akio Unified, the CCaaS (omnichannel Contact Centre as a Service) platform developed by AKIO, to optimise interactions with members. This deployment is part of an overall continuous improvement process undertaken by RESAH, with the aim of obtaining ISO certification.
Context and development of the Stelogy & RESAH collaboration
- 2022: Deployment by Stelogy of a centrex telephony solution via the UCaaS Voice Manager platform, reinforced in 2023 by the addition of the Akio TWS collaborative softphone.
- 2023: Expansion with the implementation of Akio Unified, enabling a more flexible and responsive member service.Extension avec l’implémentation d’Akio Unified, permettant un service adhérents plus flexible et réactif.
The benefits of Akio Unified for RESAH’s member services
- Ergonomic and intuitive telephone interface: smooth call handling for optimised interaction management
- Real-time assistance with AI: Database of standard responses and integrated Artificial Intelligence engine to guide agents in their answers.
- Advanced integration with business tools: planned integration with Dynamics 365, the CRM used by RESAH
- Dashboards and key indicators: real-time performance monitoring with precise indicators (waiting time, first contact resolution rate, DMT, etc.)
Towards omnichannel
Although it is currently configured to handle telephone calls, the Akio Unified platform will make it possible to benefit from all the advantages of omnichannel communications. As soon as RESAH decides to do so, it will be possible to manage requests via email, chat or social networks, for example, further enhancing member engagement and satisfaction.
