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Tele-Patients Get Help They Need with New Options

Tele-Patients Get Help They Need with New Options

April 21, 2015
By TMCnet Staff

The rising cost of healthcare seems to be on everyone’s radar these days. No matter who you talk to, the feeling is that costs are out of control with no end in sight. Yet despite their seeming indifference, healthcare providers are indeed aware of the problem, and one company is attempting to do something about it.


inContact, a leading provider of cloud contact center software and contact center agent optimization tools, has just announced that an international health services company selected inContact to support its 200-agent workforce for both inbound and outbound customer service across multiple contact center locations.

"With mounting pressures to reduce costs in the health industry, providers are looking for new ways to provide high quality care more efficiently," said inContact CEO Paul Jarman, in announcing the deal. "inContact helps healthcare providers drive powerful service efficiencies while enabling them to deliver a more compelling and satisfying patient experience."

The health services company, which remained unnamed as per inContact company protocols, is set to implement inContact’s core contact center platform. That platform features an integrated Interactive Voice Response (IVR) and Automatic Call Distributor (ACD) system, to support the customer's growing volume of inbound patient calls. Such options will go a long way toward calming callers who’ve been vexed in the past by being shuttled from one operator to another. It is hoped this new system will help the client achieve greater customer satisfaction.

“The intuitive IVR engine offers patients a variety of self-service options with the ability to easily connect with the ideal agent when needed,” the company said. “The multi-channel ACD provides support for all inbound customer service interactions including voice, email, chat, text-messaging and the routing of cases from, and data integration with, the company's existing Salesforce system.”

The health services company will also utilize inContact's Personal Connection outbound cloud solution, which connects agents with their targets upon call connection by eliminating the awkward delays of legacy dialers. “Doing so fosters more productive conversations which directly contribute to a better customer experience,” inContact noted.





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