Healthcare Firm Finds Success With Utility VoIP Contact Center
OCTOBER 22, 2020
PTI Health provides mobile laboratory and medical supply delivery services for home-bound and nursing home patients throughout the Mid-Atlantic region. Rather than forcing patients and caregivers to leave the home for routine lab work and medical supplies, PTI Health goes directly to the patient. They had been using a very basic contact center solution in which seven agents interacted with patients via phone and social media to schedule and reschedule appointments and answer patient questions. Agents worked from an on-premise contact center at PTI Health’s physical location.
The existing solution, supplied by Ancero, was functioning properly and provided PTI Health with the basic reporting capabilities and data, but the organization simply outgrew the solution.
Step 1: Utility VoIP IVR
PTI Health had been working with a separate company that handled outbound appointment reminders. When they realized that Ancero could integrate an interactive voice response (IVR) solution and a contact center solution with their phone system, they saw an opportunity to consolidate vendors while enhancing their services.
The first step was to implement Ancero’s Utility VoIP IVR, an automated, self-service application that would allow patients and caregivers to interact with a database and obtain information on demand. The first use case was very simple. Utility VoIP would automate about 500-1,000 appointment reminder calls per day.
When PTI Health saw how well the new solution was working, they moved to a second use case, which would enable patients to press 1 to confirm an appointment, press 2 to reschedule an appointment, or press 3 to cancel the appointment. Call volume soon increased to 2,000 per day.
While Utility VoIP IVR was extremely successful, the contact center would become inundated with more calls than it could handle when patients wanted to reschedule appointments. PTI Health needed a more robust contact center solution.
Step 2: Utility VoIP Contact Center
Utility VoIP Contact Center (UVCC) is a cloud-based contact center platform that offers omnichannel, multimedia functionality, integrating with voice, email, web, SMS text, and customer relationship management (CRM) systems. Utility VoIP CC would help PTI Health on several fronts.
First, the new system makes it possible to add agents without operating or expanding a physical contact center or purchasing additional hardware. Because UVCC is cloud-based and software-driven, agents can work remotely from any internet-connected device. PTI Health can recruit talent from virtually any location.
The UVCC platform seamlessly scales up or down as needed. Enabling greater flexibility and operational efficiency by allowing managers to staff their call center based on demand. When heavier call volume is expected, more agents are scheduled to work.
Granular analytics are built in with 90 reports available out of the box. PTI Health benefited from the ability to customize these reports. Any report can be automatically delivered to the appropriate personnel at set intervals rather than requiring staff to manually pull reports. This allows managers to measure, manage, and optimize contact center performance at a granular level
Because UVCC and IVR can be integrated with PTI Health’s unified communications phone system, the entire platform can be managed from a single pane of glass, creating additional management efficiency.
Ancero helped PTI Health start with small, basic use cases for UVCC and IVR. They quickly recognized the strength of the solutions and expanded to more sophisticated use cases and higher call volume, both of which create more value for the organization. All of these benefits translate to better patient experience and higher patient satisfaction, which are the ultimate metrics for success.
If you’d like to discuss how your company can benefit from Utility VoIP Contact Center and IVR, contact acginfo.biz today to schedule a consultation. 877 208 00212
Quick tip: Switching to VoIP will save your business time and money.
Chances are, you already use some form of VoIP or internet phone service through your business phone line. If you’ve ever used Skype or Facebook Messenger – or any kind of internet service to make a call-you’re experiencing the power of Voice Over IP (VoIP).
VoIP systems have become the norm for businesses large and small, as they provide an easy, surefire way to make telecommunications more efficient—and affordable. For small and medium-sized businesses, these savings can make a big difference. The efficiency of a VoIP system can also ease some headaches for companies that may not have the manpower to handle complicated or less streamlined communication needs. Small businesses generally don’t need some of the more sophisticated VoIP features—like video conferencing that can accommodate 100 or more participants—but the flexible pricing, ease of operations, and customer service offered by many VoIP providers can be of real assistance.
When it comes to integrating VoIP into your business, there are some factors to consider before you choose a provider. The top VoIP providers can help you lower costs, reach more customers, and even enhance your mobility and productivity.
The most important features to look out for when searching for a VoIP solution are:
• Ease of operation and setup
• Reliability and customer service
• Features and customizability
• Mobile options
• Video conferencing and screen sharing
Switching to a VoIP system entails some initial costs, which are quickly offset by the savings. VoIP services can also increase the efficiency, convenience, and flexibility of your communications and help you incorporate the business tools of a larger company. Before you choose your VoIP provider, try to determine how easy it will be to adopt the system and operate it, and also if it has any specific features you need.
Cisco ends support and will no longer support these phones but we have vendors that will. Acginfo.biz
An inevitable truth about the march of technology is that as it advances, products get left behind. Cisco recently announced a group of very old phones that it will no longer support in the latest version of Unified Communications Manager (Call Manager) 11.5.
Here is a list of the phones:
• Cisco IP Phone 12 S
• Cisco IP Phone 12 SP
• Cisco IP Phone 12 SP+
• Cisco IP Phone 30 SP+
• Cisco IP Phone 30 VIP
• Cisco Unified IP Phone 7902G
• Cisco Unified IP Phone 7905G
• Cisco Unified IP Phone 7910
• Cisco Unified IP Phone 7910G
• Cisco Unified IP Phone 7910+SW
• Cisco Unified IP Phone 7910G+SW
• Cisco Unified IP Phone 7912G
• Cisco Unified Wireless IP Phone 7920
• Cisco Unified IP Conference Station 7935
The Garbage Man Became Our Superhero
By Masada Siegel
Scottsdale, Ariz. he screeching of the wheels would kick our feet into high gear. Racing to the front of the
house, we flew out the front door. We never wanted to miss the recycling truck pick up the big pink bucket in front of our home. We would wave and the driver would honk.
The smile on my toddler son’s face would grow as he announced, “He made beep beep for me.”
Once we were late and we missed the truck. My boy was so disap pointed that the next week, I flagged the driver down and introduced the two of us.
A cheerful voice from high up in the truck beamed down: “Nice to meet you, I’m Vince. So great to see you guys all the time.”
“Yes, you are the highlight of the
week.” I smiled. “Could you give me your phone number?” He looked at me quizzically. “If you don’t mind texting and letting us know five min utes before you come so we don’t miss you-that would be great.”
So began our friendship with
Vince. Recently, I said to him, “It’s the little guy’s birthday next week. Could you do something special for him?” I was thinking perhaps Vince would bring him a gift from the Scottsdale recycling program.
As I sat with my preschooler in our driveway drawing with Crayola chalk, waiting for Vince, who had tex ted me the five-minute warning, we saw the truck rumble down the street. Moments later empty boxes, bottles and plastics all flew into the truck, my son watched with delight. Then, like a superhero in a film,Vmce stopped, opened the door, stepped down and walked toward us.
In the years we have known him, we have never seen him out of the truck. He was holding a bag that said “Birthday Boy” on it.
He spoke looking at my little guy:
”I know it is your birthday tomorrow but I will not be here, so my little boy helped me pick out a special gift for you.”
He handed my son the bag. Inside
was a recycling truck, a school bus and a fire truck that all lit up and made sounds. My son, delighted and surprised, looked up shyly and thanked him. It was a moment of per fection, when everything was right in the world. When a big town got small, and a thoughtful friendship made a little boy feel extra special. It’s the little actions that matter, be cause those are the ones that tum into memories that last a lifetime.
Ms. Siegel is a freelance journalist.
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