How Optical Center handles customer calls in one place
Optical Center's stores take calls through the Mediflo contact center: an IVR menu, queues, recording and AI analysis of every conversation.
About Optical Center
Optical Center is a network of optical stores in Lublin. Their in-store offices let customers have an eye exam with an optometrist or ophthalmologist, choose prescription glasses and contact lenses, and buy sunglasses and accessories.
- Optical stores operating since 2001
- Stores in Lublin, including Galeria Olimp and the Auchan mall
- Eye exams, ophthalmology consultations and contact lens fitting
- NFZ reimbursement for optical products
What we deployed
Customers call to book an eye exam, ask whether their glasses are ready or ask about the offer. Mediflo set up a cloud contact center: calls go through an IVR menu to the right queue, consultants answer in the Mediflo panel, and every conversation is recorded, transcribed and assessed by AI.
An IVR menu and queues route each call to the right team
Consultants answer calls and see the caller's history in the Mediflo panel
Call recording and transcription in Polish
AI analysis of every call: topic, outcome and service quality
What changes
- Calls for the stores land in one place, and customers reach the person who can help them faster
- Management sees what customers ask about and how calls go, without listening to recordings one by one
- Call summaries help train the team and prepare better answers to the most common questions
Frequently asked questions
Answers to the questions we hear most often about this product.
Which Mediflo modules does Optical Center use?
The cloud contact center (numbers, IVR menu, queues, answering calls in the panel) and AI Call Analysis, which transcribes and assesses every call.
Does an optical store need a voice bot?
Not necessarily. Optical Center started with the contact center and call analysis — a voice bot or website chat can be added later on the same number.
How can I check whether it works for me?
In a 14-day pilot on your number: 0 zł, no card. We connect your hotline, set up queues and show you the analysis of your calls.
Ready to take the load off your team?
Book a demo, or start a 14-day pilot on your own number — 0 zł, no card. Connecting the number and the HIS usually takes 2–5 business days.
No credit card • No commitments • 7-day support