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      Featured Solution

      Unlocking the Key to Health Equity in the Revenue Cycle

      In Revenue Cycle, people and technology are our greatest assets to eliminate health disparity and achieve health equity.

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      Hendrick Health Improves Patient Experience

      Duane Donaway, Director of Technology at Hendrick Health, discusses the benefits of Parlance.

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      Featured Blog

      UC San Diego Health Created a Patient-Centered Experience

      In this Becker’s Hospital Review webinar, experts discuss how UC San Diego Health put patient experience at the forefront of its access center.

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      We’re dedicated to helping you raise customer satisfaction. Designing, implementing, managing, and optimizing the most caller-friendly experience possible is our primary focus. It’s all we do, and no one does it better.

Parlance takes the heavy lifting off in-house IT Teams

Parlance Takes the Heavy Lifting Off In-House IT Teams

A few of my favorite examples? See below!

  1. 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 self-serve starting from Day 1.
  2. Daily Database Updating: Parlance takes a feed of the corporate database and automatically updates the directory each night. Additions, changes, and deletions of phone numbers are managed to ensure the database is authoritative. Therefore, when administrators make a change in their database, it is automatically updated within the Parlance solution. For example, if a new employee is added to the HR directory, Parlance automatically syncs that information so that database is kept up to date. What if a change does not make it into the originating database? No problem! Authorized Parlance administrators can override on the Parlance side. This override will persist until the originating database has the updated phone number.
  3. Continuous Management of Voice-Driven Call Routing: For continuous management of voice-driven call routing (be it daily management, ensuring high performance, call offloading, etc.), if for whatever reason your telephone infrastructure changes, callers will not have to learn a new way to dial. They wonu2019t be frustrated in trying extensions that no longer work. And, if callers are used to saying a destination in order to get connected to where they want to go, any telephone changes will be invisible to them.

Parlance sets individual benchmarks for every application. If the system is out of benchmark, a notification is sent to Parlance and the solutions engineer will resolve the issue and bring the system back within benchmarks.

by Mindy Garber, Parlance Chief for Quality

Parlance Corporation
400 West Cummings Park, Suite 2000
Woburn, MA 01801

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