Overview
Hadi Clinic is the first licensed private hospital in Kuwait. A provider of world-class medical services since 1976, it is an acute care, general medical and surgical hospital committed to delivering high-quality healthcare that meets the needs and exceeds the expectations of the people of Kuwait and the surrounding Gulf States.
As a leading healthcare provider in the region, Hadi Clinic has always prioritized exceptional patient care and ensured seamless communication between its staff and patients. However, as the clinic expanded, its legacy phone system struggled to keep up with the growing demand. Long wait times, missed calls, and inefficient call routing frustrated both patients and employees.
Recognizing the need for a modern, scalable solution, Hadi Clinic Kuwait partnered with Viacomms, a trusted Avaya and Genesys partner, to implement a state-of-the-art contact center solution with an enhanced voice channel built on top of a revamped Avaya UC infrastructure.
The Challenge
Before implementing Genesys, Hadi Clinic faced several operational hurdles:
- High Call Volumes – Hundreds of calls daily overwhelmed staff, leading to long on-hold times.
- Inefficient Call Routing – Misrouted calls forced patients to repeat their concerns multiple times.
- Limited Reporting – A lack of detailed call analytics made it difficult to identify areas for improvement.
- Employee Frustration – Manual call handling left staff burdened, reducing their focus on patient care.
- Patient Call Drop-Off – Many callers abandoned their calls due to long wait times or repetitive hold music.
The Solution
Hadi Clinic partnered with Viacomms to implement the Genesys Cloud CX platform, upgrading their outdated Avaya Unified Communications infrastructure. This transformation introduced several key enhancements:
- Intelligent Call Routing – Ensured patients were directed to the right department, reducing transfers and wait times.
- Interactive Voice Response – Patients can self-serve for routine inquiries like appointments, freeing up agents for complex cases.
- Real-Time Analytics – Access to live dashboards and historical reports helped monitor performance and optimize operations.
- Agent Empowerment – Screen pops and call scripting tools improved agent efficiency and ensured high-quality interactions.
- AI-Powered Callbacks – Detected dropped calls and allowed agents to call back, reducing frustration and enhancing satisfaction.
The Results
The implementation of Genesys Cloud CX led to a remarkable transformation in Hadi Clinic’s contact center operations:
- 40% Decrease in Average Call Wait Time – Patients received faster assistance, improving overall satisfaction.
- 30% Increase in First Call Resolution – Reducing the need for multiple follow-ups built stronger patient trust.
- 25% Reduction in Call Handling Time – Allowing agents to dedicate more time to patient care rather than administrative tasks.
- Scalability & Flexibility – Genesys seamlessly scaled with the clinic’s growth, ensuring smooth performance during peak periods.
- Data-Driven Decision Making – Advanced analytics helped optimize staffing, and track patient needs efficiently.
Looking Ahead
By partnering with Viacomms, Avaya, and Genesys, Hadi Clinic Kuwait has successfully modernized its contact center, ensuring superior patient care and empowering staff with the tools they need to perform at their best. The clinic is now looking to further enhance its operations with:
- Messaging & Omnichannel Support – Expanding communication channels for real-time engagement.
- AI-Powered Chatbots – Automating routine queries to streamline patient interactions.
- Advanced Analytics & AI Insights – Leveraging predictive analytics to enhance patient service strategies.
- Proactive Engagement Tools – Preventing no-show appointments and optimizing doctor schedules.
With Viacomms and Genesys as trusted technology partners, Hadi Clinic is well-positioned to continue delivering exceptional healthcare experiences and driving innovation across its diverse medical specialties.
Let’s Transform Your Customer Service!
Are you ready to elevate your patient experience? Contact Viacomms, a leading Genesys partner in Kuwait, to discover how we can help you transform your business.
