Contact center products supplier Aspect Software (News - Alert) is making life a little easier for patients calling into Evanston Northwestern Healthcare.
Located in Chicago, the healthcare facility wanted to put itself ahead of the city’s health care competition by offering better patient care and services, both of which were made possible with the implementation of 190 Aspect EnsemblePro seats in its contact center.
“The patient experience doesn’t begin when they step into the hospital or doctor’s office, it begins the minute they pick up the phone and we believe that technology, like Aspect EnsemblePro, is helping us achieve our strategic business objective – making the patient experience as valuable and as pleasant as possible,” said Fran Horner, senior director of patient access for Evanston Northwestern Healthcare in a press release.
Horner also noted that the facility’s goal is to ensure that patients are receiving the same care on the phone as they would if they were waiting in the hospital.
The Chicago-based healthcare facility has been the recipient of numerous awards for both patient care and its use of technology to enhance service. Aspect’s unified capabilities are helping to maximize their prestige when it comes to patient services.
“Evanston Northwestern Healthcare is an organization that embraces the idea that technology, used properly, can clearly improve the customer or patient experience,” said Ralph Breslauer, executive vice president of global sales and marketing at Aspect Software. “By maximizing the unified capabilities of Aspect EnsemblePro to offer patients their choice of how to interact, Evanston Northwestern Healthcare is really differentiating themselves in their industry.”
The contact center supports 23 clinical departments and physician locations where it can route calls and will be bringing another 17 online by fall 2006.
-----
Michelle Pasquerello is Associate Editor for TMCnet’s Online Channels. To see more of her articles, please visit Michelle Pasquerello’s columnist page.
|