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Hosted Unified Communications in a New Era of Care - Evolve IP - ContactCenterWorld.com Blog

Hosted Unified Communications in a New Era of Care

The healthcare industry, like many industries, has dramatically increased its dependence on hosted unified communications over the past few years. Spurred by the global response to COVID-19, remote work and telemedicine has surged in utilization. Mordor Intelligence suggests that the UCaaS (Unified Communications as a Service) market will grow at a rate of 18.3% in the healthcare space up to the year of 2026, enabling the sector to streamline clinical and business operations and, as a result, provide a better quality of patient care. As we enter the third year of the pandemic, the team at Evolve IP looks at how healthcare providers are leveraging UCaaS technology in 2022 and what this means for patients. 

What is UC? 

Hosted unified communications, also known as unified communications or UC, is everything that a modern business needs today to communicate and collaborate with their employees and customers. UC refers to a streamlined, often cloud-based, solution that brings video, chat, conferencing, file sharing, and more together in a single platform along with voice services. 

How? By bringing the voice communications to the Internet via VoIP – Voice over Internet Protocol. With VoIP, the human voice becomes a stream of data packets that can be transmitted via the Internet or over a private network. 

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Thus, UC takes all the tools the business uses on a given day and deploys them in a single service for easy user adoption. For example, employees can link their own cell phones (if you’re a BYOD (bring your own device) office) to work phones and transfer calls seamlessly, to wherever they are, via UC, which also includes IM (instant messaging). At the same time, employees can work out of a single, unified channel that collects email, fax, voicemail transcriptions, and more — all in one place. 

UC Components 

UC integrates (or “unifies”) the phone system with multiple enterprise communication tools with the goal to improve end-user experience, increase productivity, and provide users with the flexibility to work from any location, on any device. 

Unified communications can be deployed on-premises or in a private or public cloud. The rise in remote and hybrid working has accelerated the adoption of cloud-based solutions. Hosted unified communications, also known as Unified Communications as a Service (UCaaS), frees businesses from the hassle of managing costly IT infrastructure and data centers, and enables staff to collaborate from anywhere in the world. With UCaaS, you partner with a vendor who can help tailor your UC solution to your needs, integrating the platform with your existing applications and unique networking solutions. 

UC Features 

A UCaaS platform is a suite of tools that includes the following features: 

  • Instant Messaging and Presence (IM&P) 
  • File Transfer 
  • Email 
  • Text Messaging or SMS 
  • Audio and Video Calling 
  • Video Conferencing (with multiple participants) 
  • Call recording and transcription 
  • 2-Way Desktop Sharing 
  • Voicemail 
  • Mobility 
  • Screen sharing 
  • Whiteboarding 
  • Calendar and Scheduling 
  • Search across chats, files, and people  
  • Ability to integrate with devices such as phones, headsets, cameras, microphones, video conferencing solutions 
  • Ability to integrate with Collaboration tools such as Microsoft Teams and Cisco Webex 
  • Ability to integrate with CRM and Contact Center (CCaaS) solutions  
  • Seamlessly switch between desktop and mobile devices 

UC Benefits 

The right UCaaS solution improves employee productivity and enables better communication and collaboration. Employees can connect with their co-workers any time to collaborate on a project and solve customer issues faster. UCaaS also improves employee engagement and customer satisfaction. The seamless integration between the telephony solution and other cloud solutions, such as CCaaS and Microsoft Teams or Cisco Webex, enhances user experience and visibility. UCaaS technologies reduce travel costs, provide employees the flexibility to work from the office, home, or on the road and use the device of their choice, such as a desktop, mobile, or laptop computer.  

For more information on the business benefits of UCaaS, read this next — Benefits of Unified Communications Technology. 

UCaaS Through the Healthcare Lens 

The hectic nature of the healthcare landscape makes it uniquely suited to reaping the rewards of implementing UCaaS solutions. Physicians no longer work at one hospital, nurses are constantly on the move, and the demand to be “always on” is at an all-time high. The technology that healthcare professionals rely on to quickly attend to a patient needs to be able to perform at the speed of care.  

According to Mordor Intelligence’s Unified Communications as a Service in Healthcare report, healthcare players are quickly adopting BYOD (Bring Your Own Device) policies: “Health organizations are positive about BYOD, since it facilitates improved workflow, cost savings, and better compliance with provisions of healthcare legislation, such as the US Affordable Care Act. Such BYOD trends call for a centralized collaborative platform that would streamline communications and enable the healthcare providers to access patient records when required.” 

Teams that have adopted unified communications platforms early on understand its value, and run sleek, agile, efficient businesses. As Mordor Intelligence reports: 

  • With subscription-based UC services in place, healthcare contact centers can establish their PBX systems and take care of multiple customer requests coming in from multiple sites. Also, the increasing deployment of AI-powered tools have allowed organizations to intuitively record calls, facilitate effortless transcriptions, and intelligently track speakers to understand the needs of users and offer relevant services. 
  • With UCaaS solutions, like cloud-based telephony, messaging, and videoconferencing, caregivers can get access to essential data on a real-time basis. This allows for faster diagnosis, treatment, and care management. 
  • UCaaS, coupled with organizational mobility, provides numerous advantages, like real-time communications, to instantly locate and connect caregivers, support effective call routing and faster connections regardless of location, and enables the healthcare organization to establish rules and reduce interruptions and distractions from ER rooms to surgeries. 

The result is good for business and great for patients: 

  • Improving patient experience: From doctors’ offices and hospitals to mobile clinics and telehealth, today’s healthcare environment provides patients with a plethora of choices in how and where they access practices. Unified communications allow healthcare providers to meet patients wherever they are. Additionally, unified communications give patients easy access to their personal health data. Patients are now able to log into patient portals and access a wealth of information about their health at their fingertips. Between text reminders, emails with links to secure data, and the ability to refill prescriptions online, pressure on care staff has reduced and patients feel more in control. Additionally, UC cuts down on unnecessary and redundant data entry. Currently, clinicians spend about 43 percent of their time doing data entry tasks, while only spending 28 percent of their time with patients.  
  • Improved data management: Communication is critical in the healthcare field and can often be a life-or-death matter. UC empowers care teams to respond quickly to crises and unpredictable client conditions. Healthcare professionals can monitor critical medical cases, respond to emergencies, provide training, or simply share ideas and best practices from nearly any location at any time.  
  • Reduced internal costs: Outdated communication technology costs hospitals more than $900,000 annually per hospital and added time to patient discharges as a result of outdated technology costs more than $550,000 annually per hospital. In total, it is estimated that obsolete devices and technological infrastructure costs hospitals in the United States over $8.3 billion per year. Smoother, faster, more integrated communications save time and money.   

Ready to Learn More? 

The acceleration in digital transformation and rise in virtual care has made it critical for healthcare organizations to find a partner that can stay ahead of the changing technology landscape, improve patient experiences, and optimize costs. Evolve IP’s Healthcare Solution Suite provides the industry’s most secure, powerful, and scalable communications, collaborations, and virtual desktop solutions that meets the needs of healthcare organizations.  

To learn more, contact us today for a free consultation. 

Source: https://www.evolveip.net/blog/hosted-unified-communications-in-a-new-era-of-care

Publish Date: February 10, 2022


2022 Buyers Guide Outsourced Contact Center Services

Page: 1234
1.) 
Premium Listing
Ec3

Retention Outsource Services
Ec3 is an recognized boutique outsourcer based in Durban, South Africa. Focusing on client retentions, reactivations and cross-sales Ec3 has set the standard in outsourcingwith emphasis on guarding client data through rigorous systems and checks and balances.
Neutral English accents and only GMT+2 time zone means campaigns can be easily implemented worldwide. For quality standards, highest conversions and data integrity Ec3 has become the de facto standard for customer retentions through outbound voice, AVM and webchat.

2.) 
Premium Listing
Omnie Integrated Services

Omnie is driven by a mission to make premier customer service and leading technologies available to organizations of all sizes. Omnie’s North American-based brand ambassadors support voice, SMS, email, contact form, live chat and social media. For digital communications, Omnie offers both live chat and automated customer support, 24 hours/day. With clients in the United States, Canada, and Europe, Omnie provides customer service to brands all verticals including eCommerce, health & wellness and hospitality, tech, and travel.


3.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)

4.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.

5.) 
AB Call Center

Single window of services
Single UI for all of your resources.

6.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)

7.) 
Abante BPO

We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.

8.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

9.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.

10.) 
Fusion BPO Services

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.

11.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

12.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business

13.) 
Bespoke International Group

Business Process Outsourcing
Bespoke International Group specialise in delivering Global Business Solutions that consistently create an outstanding customer experience

14.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.

15.) 
Boomerang Marketing SA

BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.

16.) 
CallForce

CallForce Outsourcing Specialists
Delivering innovative,customised contact centre solutions from South Africa to the global market

17.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

18.) 
CGI Group

Managed Technical Service Desk & Contact Center service
CGI Canadian Technical Service Desk is a large, well-established, service supporting more than 100 clients and employing over 550 employees. It is underpinned by a mature ITIL aligned Service Management framework, with processes dynamically adapted for multi-sourced delivery environments, and aligned with the ISO/IEC20000 Standard.
CGI has a strong customer-centric, Omni Channel, ITIL-aligned Technical Service Desk that offers blended human and machine delivery. We provide end-to-end scalable services that in turn promote a positive end-user experience.

The primary objective of our Service Desk is to provide consistent, best-in-class support by efficiently diagnosing, troubleshooting and...
(read more)

19.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)

20.) 
CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)
 
Page: 1234



View more from Evolve IP

Recent Blog Posts:
Hosted Unified Communications in a New Era of CareFebruary 10, 2022
Top Three Unified Communications Market TrendsNovember 23, 2021
Virtual Desktop Infrastructure (VDI) Workspace ExplainedOctober 26, 2021
Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams IntegrationOctober 5, 2021
3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a ServiceAugust 24, 2021
Hybrid Work - 5 Keys to Building an Effective Hybrid WorkforceApril 5, 2021
Hybrid Office & Microsoft Teams Direct RoutingMarch 23, 2021
The Virtual Private Network (VPN) – Is it Dead?October 9, 2020
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Compare VDI to Hosted Virtual Desktops / DaaSJuly 14, 2020

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