Vitatel saves lives thanks to a call button and CCaaS

Call button for seniors

Vitatel offers a telemonitoring solution, supported by a contact center in the cloud. “Our clients are seniors who still live in an autonomous way at home. Their average age is 85 years old” says ICT manager Laurent Wastiaux. “When they are not feeling well or they have stumbled and fallen to the ground, for example, they can communicate directly with our contact center by simply pushing a button on a home device or bracelet.” The Vitatel call center then notifies one of the customer’s contact persons – such as a neighbor or a family member – or, if necessary, the emergency services.

Manage different sensors and applications on one platform

“We have a lot of different applications” Wastiaux explains. “We work with various types of sensors and devices from different suppliers. We wanted to bring the management of this together onto one single platform.”

The choice was made to use Genesys contact center in the cloud solution (Genesys Cloud CX), with Proximus as a partner.

Easy to work from home, even when on call

“Because the application runs in the cloud, the contact center personnel can now easily work from home. Those who are on call at night, for example, no longer need to come to the office.”

Answering every call, an essential duty

To ensure that every call is answered 24/7, even in the event of a power outage, Vitatel has added Voice Managed Services to the contact center in the cloud. This combination ensures that every call is answered.

Thanks to Vitatel's services, seniors can stay at home longer or they can go back home faster after a stay in the hospital. This not only increases their quality of life, but also relieves the pressure on the healthcare sector. The combination of the call button, the contact center in the cloud and Voice Managed Services makes the difference here – it also saves lives.