Call Center Scheduling Featured Article
Hospital Implements Amcom's Call Center Scheduling Solutions with Smartphone Communications
Call centers must be able to automate and manage complex call center scheduling based on business policies in which physical, virtual and cloud-based resources are allocated to ensure that critical workflows are met.
Amcom Software, Inc. has announced that Winter Haven Hospital will implement encrypted smartphone communications for more than 500 clinicians in the call center and in other hospital departments with Amcom Mobile Connect.
The hospital strives advance its community’s health with the continuous addition of new technology. To support this goal, Amcom Mobile Connect will enable hospital staff to use iPhone (News - Alert) smartphones for secure code calls, orders, consult requests, and other critical communication that needs encryption and an audit trail to protect sensitive patient details.
Amcom Software connects people to each other and to the data they need helping organizations save lives with fast and accurate communications. Thousands of organizations across the globe rely on Amcom for smartphone communications, contact center optimization, emergency management, and clinical workflow improvement.
"Having been at Winter Haven for 38 years, I've seen a lot of changes in how we use technology to communicate and build patient relationships," said Diane Stamey, manager desktop resources - information technology, Winter Haven Hospital. "We selected Amcom Mobile Connect as a key part of advancing our mobile strategy and giving our physicians the right tools to coordinate care.”
Clinicians will use smartphones as primary communications tool, but Winter Haven Hospital expects to keep its USA Mobility (News - Alert) pagers for disaster situations and for certain job functions. The Amcom Mobile Connect app enables clinicians to send secure messages from their smartphones to any other type of mobile communications device.
Winter Haven will also add Amcom's call center recording and quality management solution to enhance its existing Amcom technology platform. This foundation includes operator consoles, web-based on-call schedules, and emergency notification, all of which enable the hospital to support its mission-critical communications with accurate, up-to-date contact and scheduling information.
The hospital’s contact center will start using Amcom Call Recording to capture, monitor, and store all voice calls to ensure quality for all internal and external callers and identify operator training needs through real-time monitoring. Stored calls are important resources for new operators to learn how to respond to certain situations and are essential when disputes arise over how interactions were handled.
Edited by Carrie Schmelkin