Virtual PBX Featured Article

Online Pharmacy Finds Fit in Cloud Communications

September 21, 2018

By Maurice Nagle - Web Editor

The enterprise is turning favor toward cloud communications, as the benefits of innovation are undeniable. For customer service, cloud contact center solutions are second-to-none in delivering on the omnichannel expectations.

The United Kingdom’s largest online pharmacy, Pharmacy2U announced the selection of RingCentral as the cloud platform to serve as the backbone of the company’s customer experience, supporting the firm’s growth and service efforts.

“We are adding around 7,000 patients per week, which is the equivalent of 16 new High Street pharmacies opening each month, and our aim is to allow people to contact us using the method that suits them best, whether that’s by phone, email, or webchat,” said Andy Williams, Director of Customer Care for Pharmacy2U. “With RingCentral, we have an innovative and industry-proven platform that will allow us to deliver a truly unified communication experience and continue to deliver the highest levels of customer service while driving efficiency across the business.”

Riding the wave of transformation Pharmacy2U was a key partner in creating EPS (Electronic Prescription Service) years back, the digital entity serves more than 240,000 people across the U.K.

Customers can now connect with Pharmacy2U on a channel of their choosing. Via voice, customer begin their journey with a robust IVR and continue through a number of other self-service options. Providing smart routing, the RingCentral cloud contact center offering ensures patients find the agent to best resolve matters.

On the backend, RingCentral Contact Centre provides tools to improve overall efficiency, including scheduling and other workforce management resources.  

“Pharmacy2U is an innovator in the health industry that is making a real difference to people across the country,” said Steven Rafferty, Regional Vice President of Enterprise Sales, EMEA at RingCentral. “We’re proud to help them deliver a seamless patient experience through our open and flexible platform. We look forward to identifying new ways to partner with Pharmacy2U as they continue to expand.”

In the contact center, two things are abundantly clear. Those embracing the cloud are reaping the reward and those deploying an omnichannel cloud contact center solution are seeing resounding results.

What’s in your contact center?

Edited by Maurice Nagle


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