Parlance deflects calls that don’t belong in the contact center.
Callers don’t need to know if they called the wrong number. The burden of misdirected calls can be removed from contact center agents, in a way that’s pleasing to the caller. Rising consumerism in healthcare means that patient experience has become a strategic investment. The voice channel (the phone) is the most widely used method for patient and family member communication. But the experience is not always easy. No one wants to wait on hold for 8 minutes to pay a bill or to make an appointment. No one wants to be connected to an unengaged agent, who is rushing to attend to the next call in the queue.
With Parlance relieving the burden of routine transfers and poor self-service, business operations are optimized – live agent effort is saved for more complex calls, massive hold queues are eliminated, there are fewer interactions from frustrated callers waiting on hold, staff morale improves, and revenue leakage due to call abandonment is significantly reduced.
For over 25 years, organizations nationwide have depended on Parlance.
Voice-driven call routing deflects calls from contact centers. It improves patient experience AND agent experience.