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.
Conclusion
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
Workman’s compensation, commonly referred to as “workers’ comp,” is a legal program designed to cover the expenses of medical bills or loss of income suffered by an employee due to a work-related accident or illness. Although the eligibility requirements for workers’ compensation programs vary from state to state, they generally provide monetary assistance to those whose job-related activities have resulted in physical injury or illness. Depending on the type of workers’ compensation program, an employee may be eligible to receive monetary compensation from the employer or an insurance company, as well as from their insurance provider.
There are other types of coverage provided through these plans, such as personal injury protection (PIP) and personal liability coverage.
What is Workers’ Compensation?
How workers’ comp works is that the employer pays most of the total medical costs associated with any worker’s compensation claim. An employee may be eligible to receive benefits from both the employer and the plan provider. There are generally three phases of a worker’s compensation claim. The first phase consists of filing a claim with the worker’s comp department. In most states, if the employee is injured or suffers an accident that requires him or her to miss work for an extended period of time, the worker’s compensation department must issue a notice of claim within 30 days.
The second phase of a workers’ comp claim is the determination of a determination regarding the amount of the claim. This phase begins with an investigation of the worker’s injury and the accident in question, the type of claim involved, the worker’s history of job performance, the nature of his or her work, and any additional information pertinent to the incident. Once this phase is complete, the employee may submit a petition to the administrator of their plan or an insurance company. If the worker is granted approval to proceed with the claim, he or she will begin receiving compensation immediately, as determined by the administrator or company.
Workers’ comp is necessary and critical to any business with employees. Applied Consulting Group will conduct a workers’ comp audit of your policy for overcharges, often going back ten years. Our team of experts will ensure that what you are paid what you should have paid.
Call Applied Consulting today at (888) 208-0020 or contact us here.
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Many companies want to lower the cost of their utility bills, especially on energy. That’s because there is plenty of other overhead costs to worry about, which are a much higher priority such as salaries and the lease. So it’s best to learn the different ways that a company can lower energy bills and improve the building’s efficiency.
Here are three helpful tips to lower your company’s energy bill:
1. Landscaping Design
Landscaping provides surprising benefits when it comes to lowering the cost of energy. Landscaping not only looks great and gives a company a sense of pride, but it also keeps the building cool at the hottest times of the year and will help keep it warmer in the coldest days of the year. When properly planned and implemented, landscaping close to the building will add an extra layer of insulation and provide shade.
2. Buy Energy-Efficient Appliances
Using energy-efficient appliances and using alternative fuel sources will help lower a person’s energy bill while also making a green decision. Throw out any appliances that are over ten years old and buy new, efficient appliances. Quick upgrades include a new coffee machine, TV, or even lightbulbs, among many others.Â
3. Automate Efficiency
A common cause of wasteful energy is to forget to turn off the lights and hardware. All night long, your company’s energy bill will go up unnecessarily. So, use an automated system to turn off the lights when everybody is gone and ensure all devices and hardware go into hibernation mode.Â
Sometimes, the source of a high energy bill can’t be determined. That’s when you need to call an expert to find the root cause of the problem and provide realistic long-term solutions.Â
Applied Consulting Group is the name New Jersey businesses trust for electric energy audits. Schedule your audit today! Call Applied Consulting at (888) 208-0020
