Physician Practice Management Organization Selects

12 Aug 2013
MedAmerica Billing Services, Inc. implements turnkey outbound contact center solution for their midsize operation to handle billing and collections
• Avaya Outbound Contact Express now available as a subscription-based offering (OPEX) with all the same capabilities offered with standard purchasing
 
Santa Clara, CA—Avaya today announced that leading physician practice management organization, MedAmerica Billing Services, Inc., has chosen Avaya Outbound Contact Express to maximize their contact center’s business impact. Avaya also announced a new, subscription-based (OPEX) pricing offering for Outbound Contact Express.
Avaya Outbound Contact Express is a turnkey solution for proactive management of the customer experience designed for mid-sized contact centers.
MedAmerica Billing Services, Inc., a leading billing company for emergency physicians, chose Avaya Outbound Contact Express to improve efficiency, streamline operations and focus resources on the tasks for which they are best equipped.  The company’s contact center is leveraging the full featured, market leading dialer to increase productivity for the business’ agents and customer service capabilities. Utilizing the Avaya solution, outbound calls have been moved from the billing department to call center agents. Call center agents are experiencing seamless conversations with customers while no longer needing to dial each call by hand. By drastically reducing effort associated for agents to reach customers, the contact center is reaching a significantly larger number of customers. The predictive capabilities of the solution minimize agent idle time while maximizing the number of live conversations.
Avaya is also now offering customers a new subscription-based purchasing option (OPEX) in addition to a standard customer purchase option (CAPEX) originally introduced. This new pricing model benefits customers who prefer a monthly price-per-user option with a shorter 24 month term and reinforces Avaya’s commitment to the mid-market enterprise.
Avaya Outbound Contact Express is part of Avaya’s Outbound and Proactive Experience Management solutions, including Avaya Proactive Outreach Manager and Avaya Proactive Contact. This solution leverages key, patented elements of the Avaya portfolio of Outbound Contact Center solutions to provide comprehensive features and capabilities packaged to fit the specific needs and requirements of mid-size contact centers.  Outbound Contact Center Express streamlines and simplifies installation, operation and management of outbound customer experience activities with a pre-integrated, all-in-one solution for 25-250 agents that includes tools for optimizing interactions, campaigns and performance management, plus support and maintenance.  
Avaya’s Outbound and Proactive Experience Management solutions provide businesses with a complete, multichannel, agent and agent-less solution to support their outbound marketing, sales, service, and collections needs.
Quotes:
“MedAmerica Billing Services, Inc. is intently focused on customer service as a benchmark for our business. The selling point on Outbound Contact Express was the exceptional call detection accuracy. Avaya Outbound Contact Express offers the cutting edge technology we need and gives our managers exactly what they were looking for to maximize business impact.”
Elena Green, Call Center Manager, MedAmerica Billing Services, Inc.
“Mid-size businesses like MedAmerica Billing Services that searched for a comprehensive proactive outbound communications solution have typically found it required them to cobble together parts from a variety of vendors – a costly, time-consuming, complex venture out of reach of most of them. That’s why we’re excited to offer Avaya Outbound Contact Express a seamless, powerful, pre-integrated solution that provides faster time to service at a fraction of the cost of a multivendor approach. . Plus, the new pricing option of OPEX provides even more flexibility for businesses to take advantage of its capabilities based on their preferred finance model.”
Mark de la Vega, vice president and general manager, Contact Center, Avaya
 
Additional Resources:
Tags: Avaya, Avaya Aura, customer experience management, contact center, proactive customer service, outbound customer contact, workforce optimization, analytics.
About Avaya:
Avaya is a global provider of business collaboration and communications software and services, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
 
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Deborah Kline

908-953-6179

klined@avaya.com