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Large Telemedicine Provider Builds out Its Contact Center Network in the Cloud

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Large Telemedicine Provider Builds out Its Contact Center Network in the Cloud

May 05, 2016

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By Tracey E. Schelmetic,
TMCnet Contributor
 


If you were to collect an assortment of “Top 10 Technology Predictions for the Future” articles written at the beginning of 2016, chances are good that many of them would write about the idea of telehealth. The idea of using video conferencing to bring remote patients and healthcare providers together is a compelling one: While most medical care still needs to be rendered in person, a significant portion of it – follow-ups with doctors, for example, or parental concerns about newborn behavior – can be virtual. It’s a great concept that can help take the pressure off an already overloaded American medical industry while saving patients time and money.


Telehealth, while it holds great promise, will need significant infrastructure to thrive. Delivering health-related services and information through telecommunications technologies successfully will require many things: good networks, good customer support, digital patient records and a great deal of security to remain compliant with patient privacy rules. Building a contact center to support telehealth initiatives is no small feat, so some telehealth services providers are turning to cloud-based solutions to be up and running quickly.

Five9 (News - Alert), a provider of cloud software for the enterprise contact center market, recently announced that the largest technology healthcare service provider in the U.S. has chosen the Five9 Virtual Contact Center (VCC) to support on-demand healthcare from a network of more than 3,000 board-certified, state-licensed physicians. The unnamed customer is expected to generate over $1.2 million in annual recurring revenue for Five9.

In particular, the telehealth provider will be using Five9 Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) solution as well as the integrated Five9 Workforce Management (WFM) service, powered by NICE, to manage the performance of the agents and maintain the current level of consumer care. The Five9 solution is also integrated with the company’s custom CRM (customer relationship management) software to deliver computer-telephony integration (CTI (News - Alert)) functionality. The services provider was reportedly unable to build a complete solution that met its needs in its partnership with its previous technology provider.

The telehealth company provides its clients with round-the-clock access to healthcare providers via online video, phone call, or mobile application. It required a reliable, flexible, cloud-based technology to accomplish this. More than 250 contact center agents provide critical support and services between consumers and their healthcare provider.

If telemedicine is to succeed in the marketplace, customers will need to be convinced that it works. We’ve all dealt with the frustrations of trying to solve insurance, medication or appointment paperwork with the workers in a busy doctor’s office. If the same frustrations are brought to the telemedicine platform, customers will simply opt not to use it. For this reason, a rigid means of ensuring quality of service is necessary (complete with analytics and reporting to ensure that standards of customer support are kept high). For a distributed health care system – and this is the direction the U.S. health industry appears to be going – nothing but a robust and flexible solution in the cloud will do. 




Edited by Rory J. Thompson
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