Dubai-based telehealth firm TruDoc Healthcare is working with local telco Etisalat, also known as e&, to transform healthcare communications in the UAE.

This collaboration introduces EngageX powered by New Jersey company Nice’s CXone platform for patient care and service accessibility.

The integration of EngageX marks an advancement in TruDoc’s service delivery. With the deployment of this unified platform, TruDoc will be able to address patient inquiries seamlessly across multiple communication channels, including voice, chat, email and video consultations, in one interface. This integrated approach ensures comprehensive and consistent responses to all patient interactions, to enhance patient engagement and satisfaction.

“Our commitment to improving patient care through technology has taken a significant leap forward with this partnership with e& enterprise,” said Utsaav Pathak, group finance director at TruDoc. “By integrating the Nice CXone-powered EngageX into our platforms, we are set to transform how we engage with our patients, ensuring they receive timely and effective care tailored to their unique needs. This partnership represents a critical step in our mission to deliver innovative and patient-centric healthcare.”

EngageX brings CX capabilities and a reliable, well-regulated and available voice setup in the UAE, ensuring that patient interactions are streamlined, secure and more effective than before. Equipped with deep CX capabilities and Nice’s engagement features, EngageX is designed to solve complex compliance and customer experience problems. With this value proposition, TruDoc is poised to enhance its telehealth services, offering round-the-clock care to patients in even the most remote areas.

“We believe in technology’s power in redefining the boundaries of healthcare,” said Miguel Angel Villalonga, COO of Etislat. “Our partnership with TruDoc goes beyond integrating the advanced technologies, it’s a testament to our shared vision to revolutionise patient care. Through EngageX, we are committed to transforming patient experiences into journeys characterised by excellence, accessibility and innovation.”

Darren Rushworth, president of Nice, added: “With security and reliability being paramount in healthcare communications, the Nice CXone platform employs advanced encryption protocols, supporting HIPAA compliance and protecting patient data. This strong security framework builds trust and ensures the safe exchange of sensitive health information.”

For TruDoc’s healthcare providers, the platform also offers AI-driven analytics and tools that streamline operations and optimise patient interactions. These features improve patient experience, boost operational efficiencies, reduce wait times and improve overall service delivery.

This collaboration should strengthen the operational capabilities of TruDoc Healthcare (trudochealth.com).

Through the cloud, cyber security, IoT and artificial intelligence (AI), Etisalat, also known as e& (eandenterprise.com), operates in the UAE, Saudi Arabia and Egypt.

Nice (www.nice.com) specialises in AI-powered self-service and agent-assisted CX software for the contact centre and beyond. Over 25,000 organisations in more than 150 countries use the firm’s services.