Centres dentaires Lapointe

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

With Avaya, Centres dentaires Lapointe redirect 65% of incoming calls to dental centers immediately, vastly improving the customer experience.

Benefits

Increased Productivity
Improved Customer Service

AVAYA IP OFFICE™ HELPS IMPROVE DENTAL CARE

Opportunity

For Centres dentaires Lapointe, offering high quality dental care starts the minute a customer calls to make an appointment.
 
To improve their customer service, Centres dentaires Lapointe wanted a telecommunications solution that would allow existing customers all over Quebec to dial a single toll-free number and be immediately routed to their local dental office, without delay, and without the frustration of being put on hold or routed to voice mail. And with plans to grow the business, the company knew they would need a better communications technology platform upon which to stage their expansion and continue to provide top quality customer call response.
 

Solution

  • Centres dentaires Lapointe installed Avaya IP Office Server Edition on a VMWare platform in their head office to serve the call center.
  • Avaya IP Office Contact Centre Center (IPOCC) integrates with the company’s main SQL database that stores all customer information, providing incoming phone number recognition, and routing calls to the proper dental office based on customer ID, without operator intervention.
 

“The integration of Avaya IP Office with our customer information is critical: it provides a streamlined experience for our customers, and reduces the need for call center intervention. ”
 
– Dave Genest, IT Director 

Results

Results have been impressive since implementing Avaya IP Office and IPOCC:
  • 65% of the 1-800-LAPOINTE incoming calls have been redirected to dental centers, completely bypassing call center personnel: Customers are connected immediately to their assigned dental center, even though they all call the same number.
  • Call center agents have been reduced from 14 in peak periods to three plus a supervisor.
  • The number of phone lines for the call center have been cut in half and the company is saving money on long distance charges.
  • If a dental center cannot take calls, it’s very easy to make that center inactive and route calls to an agent, ensuring customers are not put on hold or required to leave messages.
 

"We also liked that we could install Avaya IP Office on a VMWare platform – it gives us call recording and backup capabilities, which are important for our business.”
 
– Dave Genest, IT Director

About Centres dentaires Lapointe

Centres dentaires Lapointe is a family-owned business, currently with 16 dental centers across the province of Quebec. Founded in 1987, Centres dentaires Lapointe is a multidisciplinary company allowing dentists and denturists to work in an environment that provides complete support and training. The company’s head office provides centralized services to dental centers, including incoming call routing, a high tech lab where they provide laboratory services for all centres, as well as a training academy for their dental professionals. This gives each dental centre high quality, dedicated support, allowing them to focus efforts on customer care and dental excellence.
 
 

CUSTOMER PROFILE
LaPointe Logo
  • Headquarters:

  • Canada

Centres dentaires Lapointe is a family-owned business, currently with 16 dental centers across the province of Quebec. Founded in 1987, Centres dentaires Lapointe is a multidisciplinary company allowing dentists and denturists to work in an environment that provides complete support and training.

What our Customers are saying
“The integration of Avaya IP Office with our customer information is critical: it provides a streamlined experience for our customers, and reduces the need for call center intervention. We also liked that we could install Avaya IP Office on a VMWare platform – it gives us call recording and backup capabilities, which are important for our business.”

Read more testimonials >
  • Dave Genest

  • Centres dentaires Lapointe

AVAYA SOLUTIONS DELIVERED
AVAYA PRODUCTS DEPLOYED