Navarra University Hospital relies on Deutsche Telekom and NICE for its Transformative Project on Patient Experience
03/18/2025 by News Team
Press Release
The project has optimized the personalization and efficiency of the customer service in an omnichannel environment, with the integration of the various communication and information channels, such as WhatsApp, Salesforce and web in the same platform.
Clínica Universidad de Navarra (CUN), an academic hospital based on Pamplona and Madrid, has carried out an ambitious digital transformation project of its patient care service in collaboration with Deutsche Telekom. Executed through the group's business and public administration communications division, Deutsche Telekom Global Business, this project has led to a significant improvement in the patient experience, optimizing the personalization and efficiency of the service in an omnichannel environment.
The project has been developed together with NICE and was based on its technological solution Mpower CXone to carry out the migration of the Contact Center system of Clínica Universidad de Navarra to the cloud, which has facilitated the integration with its clinical history system (HIS). This approach has eliminated the need for manual queries, ensuring faster and more secure access to information. In addition, key tools such as Salesforce, CUN (HIS), Web portal and WhatsApp have been integrated, creating a robust technological ecosystem that connects all patient touch points with the center.
Miguel Ángel Sánchez, General Manager of Deutsche Telekom Global Business in Spain, highlights the relevance of the project stating that “We are proud to collaborate with a reference institution such as Clínica Universidad de Navarra to transform its patient care model. This project is an example of the importance of communications to manage the patient experience. Our goal has been to leverage technology to not only improve operational efficiency, but also to elevate the quality of the patient experience, bringing an innovative and patient-centric approach.”
“At NICE, we relied on Deutsche Telekom as our partner in the Iberia region for the implementation of this project because of their expertise, innovative capabilities and deep market knowledge. As a result, we have achieved a significant transformation in customer experience and operational efficiency.”, said Michel van Roon, VP at NICE.
María Biurrun, Director of the Contact Center at Clínica Universidad de Navarra, underlined the importance of this transformation for the future of the service. “Customer service is much more than resolving doubts or managing appointments; it is the first contact a patient has with us and a key part of ensuring a positive experience throughout their journey. We believe that effective, close and proactive communication is essential to manage the patient experience from the moment they approach us for the first time,” she explains.
The transformation is already having a significant impact on patient experience. Omnichannel care allows users to interact through different channels simultaneously, which has optimized agent availability and reduced waiting times by ten seconds. Service personalization has also improved significantly thanks to access to each patient's contact history, allowing professionals to anticipate their needs. In addition, the use of intelligent routing ensures that each contact is attended to by the most appropriate agent from the outset, avoiding unnecessary transfers and reinforcing the quality of service.
The movement of the environment to a cloud solution, the incorporation of new digital channels and the integration with internal tools are part of an important step in the digital transformation of the Clinic, which pursues excellence in the care of its patients, through a service that, relying on state-of-the-art tools, anticipates the needs of its patients.
About NICE
With NICE (Nasdaq: NICE), it has never been easier for organizations of all sizes around the world to create extraordinary customer experiences while meeting key business metrics. With the world's #1 cloud-native customer experience platform, CXone, NICE is a global leader in AI-based self-service and agent-assisted CX software for the contact center, and beyond. More than 25,000 organizations in over 150 countries, including more than 85 of the Fortune 100, collaborate with NICE to transform - and elevate - every customer interaction. See www.nice.com
