Boston, MA July 28, 2021 /PRNewswire/ – Becker’s Hospital Review has spotlighted Parlance and CEO Joseph Maxwell’s work in improving patient caller experience with speech-enabled IVR.
Becker’s Hospital Review, the nation’s leading monthly publication that offers up-to-date healthcare business and legal news and analysis, has featured Parlance Corporation in a recent article, “How voice recognition technology is improving the patient caller experience – 5 Qs with Parlance CEO Joseph Maxwell” published July 6th, 2021.
Parlance has provided relief to health systems nationwide by managing call volumes during the COVID-19 Pandemic. Maxwell states that hospital call centers faced many common issues — “increased phone traffic from family members who couldn’t visit patients, surges of COVID inquiries about vaccine appointments and general COVID questions.” The Parlance speech recognition solution lets callers speak naturally and connect easily, which deflects calls from overwhelmed switchboards and improves overall caller experiences, Maxwell explains.
Many factors contribute to stress on health system switchboards and impact the patient experience. One relevant example is the trend towards using vanity numbers in healthcare. As health systems expand, they often create an easy-to-remember phone number for scheduling appointments, like 989-DOCTORS, to make patient access easier. They publicize on websites and billboards. The unintended consequence is that everyone calls that number, even if they aren’t scheduling an appointment. Contact Centers are overwhelmed and people who need support face even longer hold times. Modern, speech-enabled IVR lets people simply say why they are calling and the system understands. When more callers with routine requests self-serve, agents become available for patients who need live support.
Since 1996, Parlance has set itself apart from traditional interactive voice response systems by delivering speech recognition technology as a managed service. Parlance takes ownership of day-to-day performance, managing the solution through continuous updates, directory import automation, manual intervention, and daily 24/7 monitoring.
“Up-to-date data plays a critical role. Our objective is to ensure callers reach the right resource as quickly and as easily as possible. An accurate map of the resources within a health system is very important for achieving that goal. If a family member is calling to speak to a recently admitted patient, it’s important that we have current information so we can correctly connect them,” Maxwell said. Parlance takes responsibility for managing that data and keeping health system directories authoritative.
Parlance partners with health systems nationwide to improve switchboard operator efficiency and call center agent productivity, and enhance patient satisfaction. “We’re dedicated to helping our customers raise patient satisfaction and deliver the most caller-friendly experience possible,” Maxwell said.
For over 25 years, organizations nationwide have depended on Parlance to modernize and improve the first 30 seconds of every caller’s journey and remove barriers to service. With Parlance, people can speak naturally and connect directly to the resources they need. No confusing menus, no numbers to press, no long hold times. Parlance relieves the burden of routine transfers and poor self-service, so business operations are optimized, and live agent effort is saved for more complex calls.
About Becker’s Hospital Review
Becker’s Healthcare is the go-to source for healthcare decision-makers and one of the fastest growing media platforms in the industry. Through print, digital and live event platforms, Becker’s Healthcare equips healthcare leaders with the information and forums they need to learn, exchange ideas and further conversations about the most critical issues in American healthcare.