Aizan Technologies Inc.

October 20, 2008 09:01 ET

BC Biomedical uses Virtual Contact Centre to better serve callers

Aizan Technologies Voice Assurance Suite application streamlines call management

Attention: Business/Financial Editor, News Editor, Tech/Telecomm Editor RICHMOND HILL, ONTARIO, MEDIA RELEASE--(Marketwire - Oct. 20, 2008) - BC Biomedical Laboratories Ltd. has implemented a call management solution from Aizan Technologies Inc. to manage incoming calls and automate answers to routine inquiries. The hosted Virtual Contact Centre (VCC) application has improved the service callers receive and has freed up staff time, allowing BC Biomedical Patient Service Center (PSC) laboratory assistants to better serve patients.

BC Biomedical PSCs receive over 16,000 calls per month at 44 locations across the greater Vancouver area. An internal survey revealed that phone calls reduced staff productivity, increased the opportunity for error and interfered with patient care. "Managing phone inquiries has been a challenge. Growth in patient visits coupled with increased phone inquiries was putting a strain on staff," said Dean Borle, BC Biomedical General Manager - Patient Services. "We required a solution that would help us better serve callers while providing staff more time to better serve patients."

The organization selected Virtual Contact Centre (VCC), developed by Aizan Technologies, to meet their communication needs. VCC allows incoming calls to be categorized and directed to a contact centre, to the most appropriate PCS staff person or to a recorded message that delivers PSC addresses, hours of operation and other basic information. This has dramatically reduced the time laboratory assistants spend on the phone. While VCC provides effective service to callers, patients in the PSC receive more attentive care.

VCC also provides BC Biomedical with detailed statistical reports about the frequency, type and duration of calls. Monitoring which PSCs receive the highest number of calls and the volume of calls directed to PSCs outside of business hours allows management to make staffing decisions based on facts, not conjecture.

"VCC is a fully hosted, hardware-free application so organizations do not make any capital purchases and only pay for the service they use. This helps organizations keep control on costs while improving service levels and it helps make staff more productive," says John Cameron, CEO, Aizan Technologies.
/For further information: About Aizan Technologies Inc.: Since 1999, Aizan has delivered a variety of progressive communication applications and services through the Aizan Voice Assurance Suite of hosted products. A privately-held company, Aizan partners with major telecom firms and is backed by one of Canada’s largest venture funds. For more information, visit www.aizan.com.

About BC Biomedical Laboratories Ltd.: Owned and operated by the pathologist partners of Dr. C.J. Coady Associates, BC Biomedical Laboratories is a major community laboratory serving close to 2 million patients and over 5,000 physicians in British Columbia each year. For more information, visit www.bcbio.com./ IN: HEALTH, TECHNOLOGY, TELECOMM

Contact Information

  • Rob Nevin, Vice President, Marketing, Aizan Technologies Inc.
    Primary Phone: 647-426-5080
    E-mail: rob.nevin@aizan.com