Call Center Scheduling Featured Article
Call Center Scheduling: Fairview Health Services Chooses Amcom's Contact Center Software
Fairview Health Services has selected Amcom Software solutions to build an approach to critical communications and call center scheduling in an effort to replace an aging call center platform and to expand the scope of its communication functions.
Amcom Software gives organizations faster, more accurate communications. Amcom Software’s unified communications technologies include solutions for contact centers, emergency management, mobile event notification, and messaging.
“Many large healthcare networks like Fairview are looking for ways to improve staff’s ability to care for patients with newer, easier ways to communicate,” said Chris Heim, president, Amcom Software, in a press release. “We welcome the opportunity to help them create a truly integrated approach to their daily communications using today’s mobile devices, automation, and intuitive software.”
Project goals for Fairview include supporting mobile staff with smartphone-ready encrypted messaging, sending nurse call and patient monitoring alerts to staff’s mobile devices, and bringing multiple contact centers into one. Below are highlights of Fairview’s Amcom solutions:
Encrypted smartphone messaging for smartphones: Fairview will support staff’s preferred devices with encrypted smartphone messaging, a full audit trail, directory access for on-the-go communications, and security.
Clinical alert and alarm integration for nurse call and patient monitoring systems: Fairview will use Amcom’s FDA 510(k)-cleared enterprise middleware to detect nurse call requests and patient monitoring alerts and send notifications to the right on-duty caregiver’s mobile device for swift response.
Centralized contact center operations: Fairview will consolidate call centers into one using Amcom’s operator consoles to help staff manage increasing call volumes.
Online directory and on-call scheduling: Staff will have password-protected access to accurate contact information for fellow employees and the latest on-call schedules.
Automated call transfers: Amcom’s speech recognition system will help Fairview process simple call transfers through requests to the automated attendant.
Fairview is a community-focused health system providing a complete range of services, from prevention of illness and injury to care for complex medical conditions. Fairview provides services in many settings, including community centers, homes, clinics, hospitals and long-term care centers. Fairview is affiliated with the University of Minnesota Academic Health Center and supports its mission of research and education.
Edited by Tammy Wolf