Modernizing the voice channel is a quick win

Health systems face immense pressures to cut costs. Changing how they answer the phone can deliver a quick, cost-saving win.  We see health systems nationwide launching digital transformation initiatives to support ease of access for patients and automation to support business operations. But many health systems are overlooking an obvious area for improved efficiency and… Continue reading Modernizing the voice channel is a quick win

Can AI Understand “Park the Car in Harvard Yard”?

As a Bostonian, I often hear people trying to imitate our native accent with the phrase, “Pahk tha cah in Hahvahd Yahd.” In fact, speaking with this lack of “r” sound is the mark of a true Bostonian. Comparatively, in a place like Dallas, their “r” sounds are emphasized much more – they might say it… Continue reading Can AI Understand “Park the Car in Harvard Yard”?

Improve Contact Center Operations – A Quick Win

Complaints and staffing challenges can put an unfavorable spotlight on contact center operations. As a leader, you will feel pressure to act quickly to improve the situation. But realistically, organizational transformation will require time for analysis, planning and implementation. You will be defining new business processes and deploying better systems and integrations to support those… Continue reading Improve Contact Center Operations – A Quick Win

Improve Operator and Agent Retention and Address Contact Center Workforce Shortages in HealthCare

The experiences of healthcare consumers, switchboard operators, and patient access center agents are dependent on each other. In order to improve the consumer experience, staff experience must be improved, and vice versa.  Switchboard and contact center staff are overwhelmed with frustrated callers. When patients and caregivers are upset because its too hard to navigate to… Continue reading Improve Operator and Agent Retention and Address Contact Center Workforce Shortages in HealthCare

Call Routing IVR Software Solutions That Use Natural Language Processing & Understanding

Incorporating voice-driven call routing into your health system phone network makes it easier for patients and caregivers to navigate to the resources they need. Healthcare consumers use their own words to get where they need right away with Parlance modern interactive voice response (IVRs) and intelligent virtual assistants (IVAs). These technologies quickly route callers, without… Continue reading Call Routing IVR Software Solutions That Use Natural Language Processing & Understanding

Automated Call Routing Versus Live Support – Improving Caller Experience is as Easy as Using Your Voice

In this omni-channel world, the phone continues to be consumers’ preferred means of contacting enterprises. In healthcare, every patient journey involves making many calls, from scheduling appointments to getting test results to paying bills. Creating frictionless caller navigation has a profoundly positive impact on patient satisfaction with their overall healthcare consumer experience.  One specific paint… Continue reading Automated Call Routing Versus Live Support – Improving Caller Experience is as Easy as Using Your Voice