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inContact's Call Routing And Workforce Optimization Solutions Provide High Quality Patient Care

February 03, 2011
By Carolyn J Dawson, TMCnet Contributor

Providing on-demand call center software and call center agent optimization tools, inContact is expanding its growing foothold in the healthcare market segment with the deployment of its call routing and workforce optimization solution for a regional healthcare delivery network. The network with its chain of hospitals and health centers will make use of inContact’s innovative solutions to drive its patient scheduling, billing and nurse consultation departments.


With sharp focus on providing high quality patient care, the healthcare network has earned the reputation of being the preferred hospital of choice in its county for the past 10 years. During its ten years of service, changes to its legacy premise-based call routing system seemed impossible without deploying significant IT resources, thus providing call center management with limited control. Also, to provide patients with necessary health insights and support, the healthcare network were planning to deploy home and phone-based nurse consultation group. To facilitate this kind of group, the company was looking for an innovative solution that deploys a single phone number to connect the network efficiently.

By leveraging the cloud-based inContact solution, call center management can have complete control of the key call center applications. Compared to three premise-based providers, inContact was capable of providing on-demand changes to call flows and scripts while providing support agents across various locations without the need for special configuration. Additionally, healthcare providers were able to experience maximized call center operations by deploying inContact’s powerful combination of call routing and WFO solutions. With plans to deploy approx 160 inContact agents in the initial stages, the healthcare provider plans to scale according to their current needs.

To maintain high patient satisfaction rates, healthcare network will take advantage of inContact’s survey and quality management solutions enabling them to communicate effectively with their customers and accordingly make necessary changes to their practices and procedures. In a release, Paul Jarman, inContact CEO said, “inContact is very well suited to meet the mission-critical demands of the healthcare industry, where patient health and lives are constantly on the line. Our model can easily scale to meet changing business conditions, seamlessly link multiple locations and at-home agents without any special configuration, and help ensure compelling and long term customer satisfaction.”

Want to learn more about the latest in communications technology? Then be sure to attend ITEXPO East 2011, taking place Feb 2-4, 2011, in Miami. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Carolyn John is a Contributor to TMCnet. To read more of her articles, please columnist page.

Edited by Jennifer Russell



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