For people suffering from a wide range of medical challenges—from difficulty sleeping, to hearing loss, to head or neck cancer—ENT and Allergy Associates has become one of the most trusted providers. Each month, primary care doctors, hospitals, and urgent-care centers direct over 90,000 patients to one of ENT and Allergy’s 44 New York and New Jersey locations.
The company owes much of its success to the unparalleled expertise and outstanding work of its hundreds of otolaryngologists, immunologists, allergists, audiologists, and other health specialists serving patients every day. ENTA’s medical team has won numerous awards for patient care.
But ENTA also attributes its continued growth to the excellent work of the company’s Patient Rapid Response Center (PRRC), a team of 180 highly trained call-center agents handling thousands of patients’ inquiries every day.
As ENTA recently completed another round of rapid growth—increasing the company’s locations by 10%—the PRRC team knew it was time to retire their legacy, on-prem telephony system.