IVR vs IVA: What’s the Difference?

Patient experience in healthcare is a series of touchpoints. For the majority of healthcare consumers, the phone is the first touch point in the journey. The caller’s first impression has the ability to make or break a business’ reputation, and ultimately, impact their bottom line. Not all technology is created equal, and in some cases the… Continue reading IVR vs IVA: What’s the Difference?

Misplaced Calls and the Contact Center

A major challenge faced by modern healthcare contact centers revolves around managing misplaced calls. For instance, callers might end up at a scheduling center with a billing inquiry or reach out to a loved one only to end up in a provider’s clinic. How significant is this issue? According to data from Parlance customer insights,… Continue reading Misplaced Calls and the Contact Center