Virtual Call Center

The introduction of the virtual call center can help to streamline operations, deliver greater satisfaction for the customer and lower overall communication costs. Now, thanks to Amcom Software healthcare solutions deployment, Children’s of Alabama should enjoy many of the same benefits.

According to this release, Children’s of Alabama has implemented a solution to strengthen its critical communications throughout the organization. Amcom Software’s healthcare solutions suite includes a virtual call center and a Web-based directory to track individuals on call and provide the foundation for a messaging hub to manage nearly 2,000 hits per day.

For this 275-bed hospital, excellent communications is a critical part of its mission to provide outstanding care and treatment for children. Amcom products have been a mainstay within the hospital’s environment for a number of years, and the virtual call center assists staff in processing external calls from patients’ concerned family members and friends, while also handling internal calls from staff.

The virtual call center platform is actually used by hundreds of individuals throughout the organization. The system enables staff to look up who is on call for a particular department and message the necessary physician right from the virtual call center directory. The hospital uses USA Mobility (News - Alert) pagers, smartphones and cell phones for mobile communications.

"Given our mission to help children, it's imperative to keep communications running smoothly and accurately at all times," said Lucy Fleming, Director of Telecommunications, Children's of Alabama, in a statement.

The virtual call center solution also offers an emergency notification option that plays a critical role in delivering excellent care to children as it sends code alerts to groups of caregivers simultaneously. This approach helps to speed patient care when seconds can make the difference between a life saved or lost.

"Any time we are involved in supporting the care of children, there's a great sense of satisfaction," said Chris Heim, President, Amcom Software. "We are honored to continue to work with such a world-class organization as Children's of Alabama."

Children’s of Alabama is the only medical facility in the state dedicated completely to the care and treatment of children. This private, not-for-profit hospital serves as the primary site of the University of Alabama at Birmingham (UAB) surgery, pediatric medicine, research and residency programs.

A subsidiary of USA Mobility Inc., Amcom Software enables organizations to save lives through communications that are developed to be faster, more efficient and more accurate. The company’s solutions support the deployment and support of the virtual call center to enable unified communications.