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What Steps Does Your Medical Answering Service Take to Provide Continuous Availability? - MedConnectUSA - ContactCenterWorld.com Blog

What Steps Does Your Medical Answering Service Take to Provide Continuous Availability?

Most all medical answering services can cover your phone calls 24/7. That, of course, assumes all their equipment is operating properly and nothing interrupts their service.

But problems happen. Telephone cables get cut, electricity goes out, or a building becomes unusable. These things keep an answering service from providing the around-the-clock service they promised.

That's why leading medical answering services take extraordinary steps to make sure they can deal with the unexpected. This allows them to continue to provide the service you expect and pay for. Here's some of the exceptional planning that today's advanced medical answering services take so that they're always there whenever you need them. 

Backup Power

For power surges and sags, brownouts, and short-term outages, the top medical answering services have installed uninterruptible power supplies (UPS) throughout their facility. These devices store energy and provide the power needed to operate computer systems and networking equipment when the utility power encounters problems.

Regardless of what happens to the utility power, these UPS units keep the computers and systems plugged into them operating continuously, without even so much as a hiccup. These UPS units continuously power computer servers, network equipment, and telecommunications systems. Plus, smaller UPS units, strategically placed around the answering service, keep agent stations working, too. 

Backup Generators 

But what happens for longer power outages? These do happen, with some widespread outages lasting several hours or even days. Although the best answering services are strategically located in areas not susceptible to long-term power outages, they still prepare for this as a possibility.

To address long-term utility outages, these best-of-class medical answering services install electrical generators in their facility to take over for long-term power outages. Running on natural gas, propane, or gasoline, these generators can provide the reliable, consistent electrical power that answering services need to continue to operate in the absence of commercial utility power.

Multiple Phone and Internet Providers

Keeping the answering service powered is the first essential step. However, another critical item is making sure that calls and other communications can successfully make it to the answering service. With only one carrier, this is a single point of failure that is unacceptable.

To protect against this, leading-edge medical answering services use multiple carriers. This ensures that a failure with one carrier won't cripple their operation. That way, if one telephone or internet provider encounters problems, the other ones simply take over and handle the extra traffic. The result is continuous telephone and internet service.

Multiple Locations 

What happens if the answering service's facility becomes unusable? A natural disaster or man-made catastrophe could damage the facility, make it unsafe for occupancy, or keep staff from reaching it. To address this, the most progressive medical answering services have a multi-location strategy. With this, calls can automatically reroute from one location to other ones in their network.

And as a bonus, under normal conditions, having multiple locations allows for calls to seamlessly reroute from a busy location to a less busy one. This means they can answer your calls faster. 

Secure Cloud-Based Backup 

Another critical item to address is database backup. This starts by making on-site backups, with off-site, remote storage. But this is just step one. For a comprehensive solution, leading medical answering services also securely store all information with a cloud-based data backup company.

This provides two key benefits. The first is that if a local server loses its information, cloud-based storage allows for a quick restoration. The other key benefit is critical for a complete disaster recovery plan to work. 

Disaster Recovery Plan

Given all these extraordinary steps that today's advanced medical answering services make to ensure they are always available to take your calls, there's still one more element: a disaster recovery plan.

An all-inclusive disaster recovery plan goes beyond utility power, telecommunication services, intra-site call switching, and data backups. It addresses catastrophic failures that would require a quick relocation for one or more facility. While medical answering services hope they never need to implement this part of their disaster recovery plan, they provide for it anyway. 

The Result

Ninety-nine percent of the time it makes no difference if a medical answering service has taken all these extra steps to provide continuous service. However, for that remaining 1 percent of the time (an hour or two each week), the best medical answering services will continue to operate, while their less-prepared competitors will flounder.

Learn how medical answering service from MedConnectUSA can help your practice, clinic, or facility. Then get a free quote to discover how affordable their healthcare communication services are. Peter Lyle DeHaan is a freelance writer and call center authority. 

Source: http://medconnectusa.com/blog/what-steps-does-your-medical-answering-service-take-to-provide-continuous-availability

Publish Date: April 20, 2018 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from MedConnectUSA

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Now Is a Good Time for a Checkup—With Your Answering ServiceAugust 23, 2018 5:00 AM
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Discover How a Professional Medical Answering Service Deals with the Hold ProblemJuly 27, 2018 5:00 AM
Is Your Medical Answering Service an Asset or a Liability?July 20, 2018 5:00 AM
Discover Why an Award-Winning Medical Answering Service Is ImportantJuly 13, 2018 5:00 AM
Select a Medical Answering Service That’s Available When You Need ItJune 29, 2018 5:00 AM
Don’t Let Call Forwarding Be the Weak Link with Your Medical Answering ServiceJune 22, 2018 5:00 AM
Medical Answering Services Don’t Go on Vacation, So That You Can!June 15, 2018 5:00 AM
How Long Do Your Callers Really Wait on Hold?May 25, 2018 5:00 AM
Does Your Medical Answering Service Offer Award-Winning Service?May 11, 2018 5:00 AM

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