Here’s why Parlance is the better solution: 

1. Voice-Driven Self-Service: Parlance has learned what works and what doesn’t in regards to presenting callers with self-service options. We build a long-lasting relationship with key players at the customer site, and through continuous communication, we keep the directory up-to-date and accurate. During the initial phase of implementation, we consult and present our customer with a suggested call flow and supporting dialogue for an application to optimize operations. The main goals are to maximize call efficiency and offload, and to enable live operators to focus on callers that truly require human support. We do this by giving healthcare consumers the choice to self-serve and deflecting routine calls away from the operator and directly to the requested person or department.
2. Live Monitoring & An Authoritative Directory: At Parlance, we continuously maintain the health and performance of the system. Parlance is proactive in identifying problem areas and implementing corrective measures to prevent larger issues. We broaden the reach for caller destinations by working with the customer to create an authoritative directory that includes all the destinations a caller might request for any given industry. We update the directory with new or alternate names and consult the customer when requests are made for nonexistent or undefined destinations. 
3. Performance Benchmarks: Over time, Parlance has established operational standards, and if an application deviates from the threshold set, we investigate the cause and communicate to the customer the corrective measures or changes required. This could be dialogue modification (including what we often call a “disambiguator,” used to further triage/validate a caller’s intent) or modifying an application’s behavior to identify bad phone numbers, correct an entity’s pronunciation, adjust a name, etc.