Case Studies

unified Supports Patients Across Europe with Avaya Solution

The Client:

Launched in the UK in 2015, offers online doctor and pharmacy services today in ten European countries. Patients from all over Europe can consult with healthcare practitioners about lifestyle treatments and renew prescriptions for existing medications. Medicines are dispensed either from the pharmacy in the UK and sent to patients by tracked courier, or from partner pharmacies based in the EU. is focused on providing a complete a package of care to patients. This starts with the patient seeking treatment or guidance for a medical issue online and continues with the provision of advice from a medical practitioner, who prescribes medication where appropriate.

The Challenge:’s business was growing. Avaya arrived on the scene to help leadership deal with growth challenges. And…it became quickly apparent that the firm could do better than their legacy
cloud communications solution, and benefit from a more cost-effective and innovative solution from Avaya.

We considered a number of cloud options, Avaya was able to offer the best solution for what we were looking for

Inayat Omarji,’s Operations Director

The Solution
“We have standardized on the Powered By Avaya IX solution. This new cloud we use works well not only for contacting patients across different European countries, but it also easily allows our representatives to work remotely from anywhere in the world.”
The ability to bump up contact center agent counts rapidly by hundreds of seats to accommodate customer requirements was especially appealing. selected Pennine, the Bury-headquartered Avaya cloud solution specialist, to deliver the hosted Avaya solution.

The customer loved the Avaya cloud solution due to its features, call centre capabilities, skills-based routing, voicemail-to-email, flexibility, ad hoc call recording and the cost savings achieved, They really liked that they would be able to bump up their agent count to hundreds of seats.

Ian Taylor, Pennine Solution Consultant.

The Benefits
“Call routing, better compatibility, remote working capacity, and the function to transfer calls in house – they were all features that we found appealing,” said Omarji. “In addition, we were won over by the hosted system model, as it didn’t require much pre-installed hardware, and therefore came with no big upfront costs. Compared to a server-based system, the hosted system gives us much more flexibility.

Scale, flexibility, capabilities and reliability will be more important than ever as is planning to launch a new innovative service for the UK’s National Health Service (NHS).

“We pride ourselves on not being just a purely transactional provider,” said Omarji. “Patients using our service can expect to receive follow-up advice and after care suited to their specific needs.”

“It’s essential for patients to be able to converse with a healthcare professional through our systems” said Omarji. “Powered By Avaya IX greatly increases our capacity to deliver a superior, reliable and efficient customer experience, by allowing calls to be made to patients in different countries clearly and without the connection dropping.”

Transferring calls between departmental locations is a snap, and the senior management team loves the Avaya IX Workplace mobile capabilities when travelling to different countries to meet with solution providers—making them fully accessible by head office.

“Metrics are important to us and will be even more so as our business continues to grow,” observed Omarji. “Within our NHS service, which is due to launch very soon and will carry a significant volume, we will be utilising metrics very much to help us assess performance and customer experience KPIs.”

“We are very happy with Powered By Avaya IX,” remarked Omarji. “Avaya has provided us with an attentive service. Since the beginning, Avaya understood our needs, and the package we got was not only better and more versatile, but also has a better ROI compared to other providers we’ve used previously.”

Powered By Avaya IX has proven to be the right prescription for’s continued growth and success in the market.