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Less Admin, More Care: D365 Contact Centre for Healthcare

Smarter patient access. Less time on admin. More time for the people who need you.

Access Recording

About This Webinar

Healthcare staff across the UK spend up to 70% of their time on administrative tasks, leaving far less time for the people who need them most. Patient access teams face a growing challenge: patients reach out through phone, email and live chat, yet these channels often run on separate systems with no single view of the interaction.

Join Mazik Global and Microsoft for a practical session on how Dynamics 365 Contact Centre brings voice, live chat and email into one AI-supported platform. We have helped healthcare organisations automate over 1,200 daily patient interactions, delivering a 30% improvement in operational efficiency.

What You Will Learn?

  • How AI-powered live chat can resolve common patient enquiries, such as appointment queries and prescription requests, without needing a team member to step in
  • How intelligent call routing connects patients to the right team first time, reducing transfers and repeated explanations
  • How automated email triage ensures every patient enquiry is prioritised and reaches the appropriate team quickly
  • How healthcare organisations are achieving measurable improvements in patient access and staff productivity

Key Challenges We Address

  • Frontline teams spending more time on admin than on patient care
  • Fragmented communication channels with no single view of patient interactions
  • Patients having to repeat themselves across phone, email and chat
  • Difficulty routing enquiries to the right team without multiple transfers

Who Should Attend?

  • Patient access managers and team leads
  • Digital transformation and IT leads in healthcare organisations
  • Operations directors responsible for frontline service delivery
  • Private healthcare providers looking to modernise how patients get in touch

Agenda!

13:00 – 13:05

Welcome and Introduction to Mazik Global

13:05 – 13:15

Industry Perspective from Microsoft: The Shift Towards Smarter Patient Access

13:15 – 13:20

What Dynamics 365 Contact Centre Platform Can Do for Patient Access Teams

13:20 – 13:30

Real-World Example: How One Healthcare Organisation Transformed Patient Enquiries

13:30 – 13:50

Live Demo: See It in Action

13:50 – 14:00

Your Questions, Answered

Frequently Asked Questions

Healthcare organisations of all types, including patient access leads, frontline team managers, digital transformation teams and IT leaders.

No. Dynamics 365 Contact Centre integrates with existing systems through over 1,400 connectors, so it works alongside what you already have.

Yes. All registered attendees will receive access to the full recording after the session.

Three core capabilities: AI-powered live chat for patient enquiries, intelligent call routing, and automated email triage.

Absolutely. The challenges of fragmented communication and high admin workload are shared across all healthcare providers, whether public or private.

 

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