During the COVID-19 pandemic, patient access contact centers across the country had to condense years of healthcare industry technological development into just one year. […]

In this omni-channel world, the phone continues to be customers’ preferred means of reaching out to enterprises.[…]

We’ve all been there — listening to elevator music while we’re trying to make a doctor’s appointment or get help, on the phone… Sometimes we get irritated and hit zero or shout “operator!!” until we connect.[…]

Efficiently handling incoming calls is often a challenge for hospitals and health systems. Long hold times and operator transfers create patient dissatisfaction and increase stress for callers by making their tasks harder.[…]

Don’t develop your own Interactive Voice Response (IVR) programs. Parlance offers voice recognition as a managed service and we guarantee ROI![…]

Call Center Analysis: Who are the main callers to this number? What do they typically request? Every call center has its unique characteristics. […]

To build a successful telephony-based speech application, there are 4 main parts to the process which follows the plan-do-check-act model, (also known as the Deming cycle for continuous improvement) pretty closely.[…]

Organizations across the US, Canada, and the UK are switching to Parlance to avoid increasing their switchboard operator head count. Parlance transforms corporate directories into speech-driven tools to help both consumers and businesses. […]

Parlance is a leading provider of speech-driven self-service solutions. Our voice-first call routing applications are now compliant with key Avaya Contact Center solutions, helping customers […]

Callers want friction-free, speech-driven access. They are using their voice with Siri for directions, Google to create their shopping list, and Alexa to find the weather. […]