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Parlance voice-first solutions have been helping families connect with patients in their hospital rooms by leveraging HL7 technology integration for many years. This was never more important than during the height of the pandemic, when phones became a lifeline. While so many loved ones were hospitalized, and health systems were at capacity, it was impossible… Continue reading Reduce Switchboard Operator Burden and Help Families Connect with Patients in Hospital Rooms by Leveraging HL7 Technology Integration

For most healthcare consumers, a phone call is the first method of communication with a hospital or clinic. This call must be handled efficiently and smoothly for patients to feel satisfied. In the midst of the pandemic, it has become strikingly clear that communication is vital in patient care, and for it to be effective,… Continue reading The Resurgence of the Voice Channel

In the first 30 seconds of a patient’s interaction with your health system, you have set the tone for the remainder of their engagement – for better or worse. First impressions count. In healthcare, 70% of people’s first point of contact is over the phone. The first 30 seconds is often spent pressing buttons on… Continue reading Improving Patient Experience with Conversational AI

One of the biggest challenges for a growing healthcare organization is providing highly satisfying patient and family member experiences. This is no small feat. Fluctuating call volumes can overwhelm the switchboard. When operators canu2019t handle the increasing number of calls, it can frustrate callers and even discourage them from calling the same provider again. Patient… Continue reading IVA Technology Frees Up Valuable Time For Human Agents To Focus On Complex Customer Concerns

Incorporating voice-driven call routing into your health system phone network makes it easier for patients to navigate to the resources they need. People can use their own words to get to what they need right away, when they call a hospital or clinic on the phone. Parlance quickly routes callers, without the need for maze-like… Continue reading Call Routing IVR Software Solutions That Use Natural Language Processing & Understanding

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. Now that we’ve overcome the chaos we encountered at the beginning of the pandemic, we must readjust to new patient experience realities, which may include fluctuating call volumes and surges in… Continue reading The Role of Speech-Driven Call Routing in Post-Pandemic Patient Access

In this omni-channel world, the phone continues to be customers’ preferred means of reaching out to enterprises. For example, in healthcare every patient journey involves many phone calls, from making appointments to getting test results to paying bills. Eliminating friction in the calling experience has a profoundly positive impact on patients’ level of satisfaction with… Continue reading Automated Call Routing Versus Live Support – Improving Caller Experience is as Easy as Using Your Voice

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. Sometimes we get so frustrated that we just hang up! Luckily, speech-enabled call routing in healthcare enables patients who… Continue reading Speech-enabled call routing allows people who know what they want, to get it quickly

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. The best way to improve calling experiences for patients contacting a health system on the phone is voice-first technology. When phone systems enable… Continue reading Speech-enabled IVRs save time and frustration for health system callers

Donu2019t develop your own Interactive Voice Response (IVR) programs. Parlance offers voice recognition as a managed service and we guarantee ROI! Speech-enabled Automated Attendants reduce operational costs and provide easy self-service for callers. But developing your own Interactive Voice Response (IVR) programs wonu2019t yield great results. (Just ask Nuance, they left the Speech Attendant market… Continue reading Speech Automated Attendant — Parlance