As the vaccine becomes more available, we expect to see these surges of call volume increase.
To reduce the impact and stress on switchboard operations, Parlance customers are requesting IVR applications that:
As a managed service Parlance works with customers to continue to evolve and change call paths and dialogs as circumstances warrant. Usually within 24 hours.
“We were looking for a partner that could help us manage our call load and improve the patient experience, and Parlance fit the bill perfectly. They really stood out from the pack with their knowledge and expertise on caller behavior, and their partnership mentality was evident right from the start.”
Donna Brown, Assistant Hospital Administrator at ECMC
“I was immediately attracted to the managed service aspect of the Parlance solution. I have previous experience in managing speech recognition applications and directories and knew the level of effort involved would basically require another full-time employee. The fact that Parlance applications come fully managed made it much more attractive than everything else we looked at — including applications from our existing vendors Avaya and Spok. Parlance has been a great partner. From digging deep into caller behavior to actually listening to our needs, developing appropriate solutions, and managing all the nuts and bolts, I feel we’re solving many of our existing challenges while preparing for growth and success in the future.”
Lori McCauley, Director of Unified Communications, Arkansas Children’s Hospital
“We need to provide the same balance of technology-driven efficiency and focused personal attention that people are used to getting from the hospitality industry. Sometimes the best approach isn’t to connect a caller with a live operator. Hiring and training operators is really expensive and challenging — and doesn’t necessarily guarantee better service levels. And more and more callers simply want to get where they need to go, without waiting to talk to a live operator. Parlance helps maintain Renown’s legendary personal touch, which has fueled the hospital’s phenomenal growth and popularity in its community.”
Chris Wells, Blue Tree Network
“The Parlance team’s level of engagement has been phenomenal. Hands-down, Parlance is one of the best teams I’ve worked with in my career. They truly want to be a partner with us. From Day One we felt their incredible sincerity and engagement.”
Tyler Morris, System administrator for call center applications at Renown, and project manager for the Parlance implementation
“With Parlance in the contact center, our schedulers can take the time they need to focus on our patients. Their solutions have proven themselves, and Parlance has helped us make a huge cultural shift — one that helps us satisfy our customers, 24/7. I literally feel like Parlance is part of our company. They respond quickly to all our requests and anything we need taken care of seems to happen almost magically.”
Amy Behbehani, Training and Development Coordinator at Renown
“When you’re a hospital or healthcare system, patients judge your competence at every level. And if you can’t get your phone right, they’re wondering if you’re going to get their hip replacement right. Parlance has helped maintain patients’ confidence in the care they receive with us. Having Parlance as a reliable solution was invaluable as we built out the Access Center. We simply wouldn’t have been able to build it with the offsite staff. It’s really been a huge win for us.”
Jake Dorst, Tahoe Forest Health System CIO
“Technology plays a large role at Hendrick and our goal was to improve the patient experiences by implementing a simple voice-driven tool. By eliminating the cumbersome phone trees, Parlance has reduced the time and effort to contact other employees or departments by simply picking up the phone and speaking.”
Duane Donaway, Director of Technology, Hendrick Health
Parlance Account Executive Annmarie Block interviews Duane Donaway, Director of Technology at Hendrick Health.
Read more about Duane Donaway, Director of Technology at Hendrick Health. Duane discusses the benefits of Parlance and improving the experiences of internal and external Hendrick Health callers by using Parlance Service
Parlance is a Covid-19 response tool:
More benefits of Parlance include: