Success Story Improved patient service was the main objective in the AZ Damiaan hospital’s decision to switch both its outpatient clinic appointment booking service and the Operational Management ICT helpdesk to the Unify OpenScape Contact Center solution. The Task In 2012, AZ Damiaan’s two sites were merged and the hospital administrators wanted to improve the appointment and ICT helpdesk service offered to patients and medical staff, while streamlining the task for its reception desk agents. Before, calls were answered at the registration desk in a cascading order, which often led to long wait times and to an unequal work load balance between helpdesk agents. Without any way of monitoring calls, the hospital had no idea of the number of patients lost due to long wait

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