CUSTOMER STORY

Industry
Healthcare

Communication Channels
Voice, IVR & Webchat

Integrations
Twilio Flex, Shopify, ServiceDesk Plus, & Internal FYidoctors APIs

Reimagine Contact Center Possibilities with Gravity CX Built for Twilio Flex

‘Enhancing Life’ is fundamental to FYidoctors’ DNA, providing enhanced patient experiences through patient-focused care and doctor-driven organizations. FYidoctors wanted to create unique customer experiences that increased engagement, agent efficiency, and customer visibility within contact center operations. It was equally as important that the tools used to establish these experiences seamlessly integrated with multiple internal services and third-party provider services.

Key Project Metrics

23%
Increase in First Call Resolution (FCR) By Agents

13
Point Increase in Net Promoter Score (NPS)

29%
Drop in Average Call Length (ACL) Across Contact Center Teams

Modern Contact Center Solutions with Twilio Flex

Challenge
FYidoctors needed a modern contact center solution that provided agents with a single pane of glass experience to improve their productivity and operational efficiency. Therefore, it was important that the solution could be easily customized and integrated with internal tools and third-party services.

Solution
Blacc Spot Media deployed Gravity CX, our out-of-the-box solution built for Twilio Flex, to launch a fully-featured Twilio Flex contact center in a fraction of the time and cost it would take to deploy and customized Twilio Flex contact center for both patients and internal staff.

Results
FYidoctors significantly increased agent productivity and efficiency within their contact center operations with Twilio Flex as they support 350+ retail locations across Canada and the US.

Read the Full Story

Provide Enhanced Customer Experiences (CX) with Twilio Flex

Learn how we deployed a modern contact center solution supporting 350+ retail locations and 10+ brands for FYidoctors with Gravity CX Built for Twilio Flex.

Download Customer Story

Smile Direct Club

Learn how we helped Smile Direct Club support over 75,000+ monthly conversations in 7 different countries.
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Pylon Manufacturing

Learn how we helped Pylon deploy an intelligent SMS Chatbot to enhance their customer experience (CX).
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    • Blacc Spot Media – We Deliver Digital Transformation with Results-Driven Cloud Communications Strategies