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Building software is like solving a puzzle! When a problem stands before me, I use my creativity and problem-solving ability to come up with a solution. An important lesson I have learnt in my 20-year software career is that there are only two constants in this field: change and the need to take care of… Continue reading Integrating AGILE Practices in Order to Improve ROI for Health Systems

Parlance removes communication barriers between patients and the care they need, when they need it. In this digital age, many of us take for granted the sea of information available at our fingertips. In healthcare, portals, online appointment schedulers, chat bots, and digital charts make it easier to access information than ever before. But in… Continue reading AI Voice Technology is a Necessity for Patient Access

When your contact center is struggling, as a leader you will feel pressure to act quickly to effect positive change. Complaints about service levels and the rising trend of agent burnout put a tremendous amount of pressure on your team to act immediately to effect change. But realistically, organizational transformation will require time for analysis,… Continue reading Improve Contact Center Operations – A Quick Win

The experiences of healthcare consumers, switchboard operators, and patient access center agents are dependent on each other. In order to improve the customer experience, staff experience must be improved, and vice versa. Switchboard and call center staff are overwhelmed with frustrated callers. When people are upset after navigating a maze-like phone tree, waiting on hold,… Continue reading Improve Operator and Agent Retention and Address Contact Center Workforce Shortages in HealthCare

One of the greatest challenges faced by clinics and physician groups is an overabundance of administrative work. Office staff are often overwhelmed by tasks such as filing, answering the phone, scheduling appointments, and checking in patients. Staffing in healthcare has become more challenging since the pandemic. There has been a huge shift in office culture,… Continue reading Improve Clinic Operations and Reduce Costs with Modern IVR and IVA

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

IVA Technology Frees Up Valuable Time For Human Agents To Focus On Complex Customer Concerns 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 can’t handle the increasing number of calls,… 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