Communication Channels
Voice, IVR & Webchat

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

Increase in First Call Resolution (FCR) By Agents

Point Increase in Net Promoter Score (NPS)

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

Modern Contact Center Solutions with Twilio Flex

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.

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.

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.

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