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November 05, 2007

Interactive Intelligence Solution Has Dentists Smiling

By Greg Galitzine, Group Editorial Director


I don’t know about other dentists, but my DDS is always on the cutting edge of technology. Every time I go to see good ol’ Dr Mike, he has some new gadget or some new machine in the corner of the exam room just waiting to be tried out.
 
Dr. Mike also has a great receptionist. She handles all my insurance issues as well as scheduling, billing, etc. It’s a good thing she has lots of responsibilities at Dr. Mike’s office, because if the good people at Interactive Intelligence (News - Alert) have any say, pretty soon Dr. Mike’s receptionist will no longer be calling me or e-mailing me to remind me of my next appointment.
 
I just got word that Interactive Intelligence, Inc. — in partnership with Dentisoft Technologies — is going to start offering dental offices an automated appointment reminder service. The service is designed to “improve patient service and reduce costs.”
 
According to Dentisoft Technologies CEO, Jeff Ulanet, “This service expands the scope of our patient messaging capabilities with a unique and cost-effective, two-way communications vehicle. Dental office customers have already reported a significant reduction in staff-related costs and as much as a 50 percent reduction in missed appointments through better contact rates.”
 
Like I said, I’m going to miss those calls from Dr. Mike’s receptionist.
 
Dentisoft has integrated the Interactive Intelligence icNotify outbound hosted notification features into its Web-based dental practice system to provide the new automated appointment reminder service.
 
According to Interactive Intelligence, icNotify automatically triggers outbound calls that deliver pre-recorded appointment reminders to patients, thus eliminating the need for manual calls.
 
Furthermore, the service allows patients to respond to the calls via an IVR interface, a process that confirms the appointment and updates the dental appointment book.
 
According to the company, an integrated VoIP feature can be used to connect the two parties for more involved exchanges, such as rescheduling or canceling appointments.
 
Dentisoft is offering the new appointment reminder service to its 1,000 dental office customers serving more than 900,000 patients nationwide.
 
Interactive Intelligence sees the partnership as a major opportunity to fulfill a significant market need.
 
“Our research shows that the majority of the more than 60,000 dental offices located throughout the U.S. are still saddled by the high costs and limited capabilities of traditional communications,” said Interactive Intelligence senior vice president of worldwide marketing, Joseph A. Staples. “Together, Dentisoft and Interactive Intelligence can help these practitioners improve patient service and reduce costs with a flexible and easy-to-use hosted communications option.”
 
According to Dentisoft’s Ulanet, the company plans to expand its use of the service with new modes of interaction, such as text messaging, and additional telephony applications.
 
Greg Galitzine (News - Alert) is editorial director of TMCnet. To read more of Greg’s articles, please visit his columnist page.
 



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