Category: Uncategorized

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

Don’t 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 won’t yield great results. (Just ask Nuance, they left the Speech Attendant market… Continue reading Speech Automated Attendant — Parlance

A few of my favorite examples? See below! Call Center Analysis: Who are the main callers to this number? What do they typically request? Every call center has its unique characteristics. Before starting development, Parlance does an analysis of the customer call center and then designs the dialogue and application to most effectively help callers… Continue reading Parlance Takes the Heavy Lifting Off In-House IT Teams

Keys to Being a Successful Speech Application Provider  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. Plan-Design speech applications based on the problem being solved. -Understand who the users of the application… Continue reading Why Parlance Should Be Your First Choice When You Switch from Nuance SpeechAttendant®

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.  As a consumer – when you call into a large organization, you want quick, easy access to the people and departments you… Continue reading Parlance is a Nuance SpeechAttendant® Replacement

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 significantly reduce call handling costs by lowering call volume to main number operators. Parlance is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative… Continue reading Parlance Service now rated “Avaya Compliant” compatible with key Avaya Contact Center solutions

Parlance transforms corporate directories into speech-driven tools to help both consumers and businesses.  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. They’re even using their voice to get to Netflix instead of a TV remote. Using your… Continue reading Parlance is a Nuance SpeechAttendant® Replacement — Simplify Every Pathway Your Caller Can Take