How Prime Health Transformed Patient Experience with e& enterprise Contact Center Solutions

Описание: Prime Health is one of the UAE’s leading healthcare providers, serving thousands of patients across Dubai, Sharjah, and Ajman. As patient volumes increased and digital expectations evolved, Prime faced a critical challenge: ensuring fast, seamless, and reliable access to healthcare services across multiple touchpoints.

In this customer success conversation, Jaleel Rahiman (Director of IT & Prime Digital, Prime Health) explains how partnering with e& enterprise enabled Prime Health to modernise its patient engagement model and significantly improve response times.

Prime Health needed a cloud-first contact center solution that could manage large call volumes, minimise wait times, and support omnichannel engagement. With the e& enterprise Contact Center as a Service (CCaaS) platform, Prime Health was able to:

→ Reduce abandoned calls and waiting times
→ Seamlessly switch patients between voice, chat, and WhatsApp
→ Handle more inquiries with the same number of agents
→ Deliver a smoother, more reliable patient experience
→ Focus on value creation while e& enterprise managed all infrastructure
→ Enhance scalability with a secure, cloud-based platform

Looking forward, Prime Health is exploring broader automation, AI-enabled workflows, and advanced cybersecurity - ensuring patient data remains protected as digital adoption grows. With e& enterprise as a strategic partner, Prime Health is positioning itself for the future of healthcare innovation in the UAE.

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