63% of calls answered instantly: Truly Dental and Imatik

Truly Dental is a clinician-led dental group operating across Ireland, the UK and the UAE, with flagship practices in Dublin, London and Dubai. It's recognised as the fastest-growing dental chain in Ireland, and its "patient-obsessed" approach depends on patients being able to reach a person when they need one.

The group was outgrowing its existing cloud contact centre. As it expanded across three countries, the platform couldn't keep up with new practices, and recurring reliability problems were getting in the way. In dentistry, patients often call in pain or worried, so a dropped call or a caller lost in an IVR is a barrier to care, not just an inconvenience.

• Imatik owns the relationship with Truly Dental and holds the contract for the contact centre. They bill Truly Dental for the Webex service.
• CDYN did all of the delivery, working as an extension of Imatik's team. We ran the proof of value, then designed and deployed Webex Contact Centre. That included the auto-answer workflow, which connects callers straight to an available agent. We rolled it out across every Irish practice, then London and Manchester, and connected it to Dynamic CX for reporting and AI call analysis.
• Dynamic CX, our sister company, takes in agent, call and volume data from Webex. It produces the group's bespoke reporting, summarises calls with AI and gives agents automated coaching feedback. Dynamic CX is a separate software company. As an early customer, Truly Dental contracts with it directly for its analytics.

The project started with a proof of value, to prove stability and the auto-answer workflow before the group committed. Once that was proven, the rollout across the Irish practices was completed quickly, followed by London and Manchester.

On average, 63% of incoming calls are now answered immediately by a live agent, without entering a queue. Before, calls were being lost in the IVR.

With Dynamic CX summarising calls and providing coaching feedback, quality assurance is 50% faster, and supervisors no longer spend hours listening back to recordings. New practices now come onto the platform within hours. As soon as a practice goes live, the existing agent team can take its calls, so Truly Dental can open practices without recruiting a new support team for each one.

The group plans to add patient satisfaction surveys by WhatsApp after each call, built on the same Dynamic CX framework.

Imatik kept the customer, the contract and the relationship. CDYN brought the contact centre depth and did every part of the delivery. That's how every CDYN deal works.