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Purpose-built hospital call and contact center software
Reduce call times, eliminate operator keystrokes, improve call metrics, and optimize call processing to ensure that critical calls are prioritized.
Web-based communication
Web-based communication is fast, secure, improves communication times, adds efficiencies through remote access, and reduces the number of potential errors caused by miscommunication and absences.
Automated voice services
Automated voice services such as AI-powered intelligent virtual agents (IVAs) and analytics automate routine tasks to reduce burdens experienced by both agents and supervisors. IVAs support live agents by handling calls during peak times. Automatic call scoring, caller sentiment, and transcription replaces manual processes to save a considerable about of time. Data collected during calls can be automatically generated into reports.
Hosted solutions
Call centers can run our latest hospital call center software in a virtual server environment or the cloud. Grow your capacity without adding additional hardware, shift the responsibility for server management to the cloud provider, and save time and money due to less equipment maintenance.
Our robust hospital operator console optimizes call processing to ensure critical calls are prioritized. Reduce operator calls up to 40% with smart automation.
We provide an all-inclusive contact center software suite for any type of healthcare call center including hospital, clinic, medical, patient transfer, or a virtual answering service. Features like multi-channel integrations with enhanced call processing help you prioritize critical calls, and routes calls based on call type and skill level of available agents. An intuitive operator interface, built-in speech recognition, text-to-speech, and voice services improve call routing and management. Call logging, video screen capture, and customized reporting help with training, accountability, and more.
Our software can be integrated with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice Over IP (VoIP) networks, and existing telephone carriers and PBX equipment from every major PBX vendor to provide a stand-alone, fully functional call center environment.
Effective call management saves time and labor costs. Automatic greetings, voice-activated menu navigation, and directory assistance technology efficiently assist callers before they even speak with a live operator.
We have solutions that incorporate artificial intelligence, use caller data and behavior to predict the needs of the caller, and auto-fill information that is presented to the operator to expedite calls.
Web-based applications
Our next-generation call-handling application is a web browser-based operator interface offering simplified installation and maintenance. This is a scalable application that enables your mobile workforce to handle calls remotely using any computer, laptop, or tablet. The single source of truth (SSOT) structure for our directories ensures the information all operators see on their screen is current and correct.
Web chat lets website visitors communicate directly and immediately with your operators. A customizable script is displayed during a chat session which guides your agent through the conversation. This feature can also be configured to provide smartphone browsers the option to contact an agent using SMS text messaging or an immediate phone call.
AI-Powered Solutions
Support your medical call center with secure artificial intelligent (AI) technology
Ellie® is our natively designed AI-powered intelligent virtual agent (IVA). Ellie supports your agents during increased call traffic by handling complex interactions using your existing call center scripts to reduce caller wait times. Ellie uses natural language processing (NLP) to understand nuanced language and context to provide personalized interactions with a variety of voice tones to make calls more engaging.
Active Insights is a user-friendly, cloud-based platform that provides access to call and message data to generate custom reports. It uses NLP and large language model (LLM) technology to gauge caller sentiment, evaluate calls, and automatically score calls. Active Insights also transcribes calls, including multilingual calls, into text in the language(s) of your choice.
Hosted services
Run your system on a single virtual server located anywhere in the country
Healthcare systems with multiple locations and call centers can run on a single virtual server – even if they all use different PBX telephone systems. Hosted solutions ensure you will always have up-to-date applications, regular server maintenance performed by professionals, and business continuity.
Depending on your call center’s needs, we can house dedicated call center systems at hosted data centers for our customers. We partner with Amazon, CDW, Flexential, and other data centers to deploy servers in a cloud environment.
