It doesn’t matter what your business is: the bottom line is customers are important, customer interactions matter, and the first few minutes (or seconds) of phone interaction with prospective clients often determines whether the company has got another customer or not. The medical industry is no different, and potential clients need to be handled properly. Opticall, Inc. decided to deploy AltiGen (News - Alert) Communications’ MaxCS Private Cloud for its Florida based call center.
AltiGen’s MaxACD is a complete, all software VoIP contact center solution with a powerful, software-based automatic call distribution (ACD) engine which offers sophisticated call routing and distribution options. It includes a comprehensive suite of tools that helps monitor and manage all aspects of phone interaction with patients to achieve positive results.
Thanks to MaxACD, Opticall has been able to provide a superior contact experience for prospective patients that enquire about elective medical procedures.
"Many medical practices struggle to maintain consistent, high quality interactions with prospective patients over the phone," said Bill Mercier, president and founder of OptiCall. "By providing superior handling of patient calls seven days a week, OptiCall enables a practice to differentiate itself in a very competitive market.”
Jayson Anderson, an owner with authorized AltiGen partner Tel-Net Systems, observed that customers like Opticall could add agents without expense sans worries of buying or maintaining premise hardware.
OptiCall deployed MaxCS Private Cloud in December of 2013. Since then the company has continued to grow its specialized call center, slowly but surely. Agents can connect to the hosted call center even during inclement weather, ensuring that they remain on call even when they cannot attend office.
Since deploying the Altigen solution, Opticall claims that it has been able to consistently achieve results 15 to 25 percent above industry standards, and has taken more than 1.5 million elective surgery calls for the practices it has partnered with.
"With our bundled options for agents and supervisors, the solution provides for top quality results. OptiCall is a great example of a smart company that's taking customer service to a new level," said Mike Plumer, the company’s vice president of sales.
Edited by Alisen Downey