Virtual Contact Center Gives Bizmatics PrognoCIS Extra Edge

Streamlining healthcare operations is something most every healthcare provider is out to do. A streamlined system means less spending and more effective care, improving the customer experience alongside the bottom line. Bizmatics took a step in that direction recently, adding 8x8's Virtual Contact Center (VCC) to its PrognoCIS system.

Since VCC runs on a Web-based platform, it allows PrognoCIS to better improve its call handling capabilities and make for a better customer experience overall. Since PrognoCIS itself is already cloud-based, adding in a Web-based tool like VCC makes for a  natural fit to deliver those extra options. Bizmatics didn't just pick VCC out of hand, though, and focused on five areas to make a decision. Bizmatics wanted a system that was HIPPA-compliant, offered scalability and flexibility, had plenty of features on hand, and thus contributed to a better overall value for the user.

The end result left 8x8 ahead on every front, and the inclusion of call tracking and reporting tools made for a winner in the end. Bizmatics put VCC to work, and after just two months of testing, Bizmatics went live with VCC in tow.  Reports suggest that the management tools used have already bolstered productivity, and made it possible to better manage a support center. This means a better customer experience, and potentially, the foundation on which still more cost reduction opportunities are had.

Bizmatics' support director Andrey Ostashko commented on the impact Bizmatics with VCC offered, saying “VCC is a well-engineered, sophisticated solution that is known industry-wide for its quality, security and reliability. Working with 8x8 has been a positive experience, and VCC has had an immediate, meaningful impact on our business.”

Healthcare costs are a major problem for all parts of the healthcare process. High administrative costs reduce services offered at the provider level, and pose major problems when it comes to collecting the accounts receivables for high-dollar services. The customers, meanwhile, are either left to put off necessary services until the cash can be raised, attempt to navigate an increasingly hazardous insurance structure, or jeopardize credit by simply not paying a bill. Reduced costs improves the picture for everybody; insurers can offer better coverage since less is spent on administration, hospitals can lower costs which also lowers costs to the customer, and the customer gets better care, better insurance, and all at lower prices.

While PrognoCIS with VCC may not be enough to mean a chunk out of the insurance or hospital bill, it might be the start that's needed to get there. Lowering costs and making a system more efficient seldom ends badly, and Bizmatics' PrognoCIS might be just the start we needed. 

Edited by Maurice Nagle