Clínica Nª Sª del Perpetuo Socorro, located in Las Palmas, Grand Canary, is a technologically advanced Spanish hospital, not only in terms of amenities and services, but also in terms of internal processes, medical histories, and patient relation management. The Clinic provides services to private or insured patients, and maintains agreements with the Canarian Service of Health.
In 1996, the clinic decided to invest the necessary funds in order to enter the private health market. As part of the conversion, La Clínica Nª Sª del Perpetuo Socorro decided to expand the catalogue of services offered, invest in electromedicine and incorporate a System Integrated of Management (SIG) for the entire organization.
Once defined that the SIG would be supported by SAP, Clínica Nª Sª del Perpetuo Socorro began an establishment project in 1999, transforming activities to eventually incorporate all processes into the new system. With this undertaking the clinic truly became a 21st century paperless organization. Altitude Software has been selected to implement the contact center and provide vanguard personalized attention to patients.
The medical equipment of the center covers more than 15 areas, including geriatrics; urology; cardiology; endocrinology; clinical analysis; pathological anatomy; neurology; digestive; pneumology; ophthalmology; dermatology; orthopedics; internal medicine; neurosurgery and medical recognitions. It has an area for the most minimally invasive surgeries—Laparoscopy/Arthroscopy—as well as four operating rooms and resuscitation section.
Clínica Nª Sª del Perpetuo Socorro established new quality standards in patient communication with the foundation of a healthcare call center based on Altitude Software with an Altitude SAP Connector.
Various modules of the Altitude uCI suite were utilized in the project, including Altitude Voice, which permits synchronization of voice and data in both inbound and outbound calls. Agents are provided with patient information during a call and when a call is transferred all interaction information accompanies the transfer. This provides end-users with a more enhanced and robust customer service experience, avoiding the need for a patient to repeat information to different agents.
With Altitude, Clínica Nª Sª del Perpetuo Socorro is able to interact with patients through multiple communication channels—including telephone, e-mail, SMS and Web—and advise of appointments and clinical situations. Patient contact is multi channel and utilizes all technology available in the moment. These processes directly impact the service quality delivered and received.
Contact center resource management is controlled through Altitude uSupervisor, which allows supervisors to streamline and efficiently organize existing resources.
Apart from totally personalized inbound attention, outbound campaigns can also provide a personalized touch by proactively contacting patients to modify or cancel appointments, provide pre-operation reminders, or explain clinical test procedures, such as fasting. Vaccination campaigns can also be created for a select client profile and automatically executed.
"The Altitude Software solution perfectly integrates with our IT infrastructure and delivers a wide range of communication channels with patients, in addition to the ability to execute outbound campaigns that are precedent in our organization. " Jorge Petit, Delegate Counselor, Clínica Nª Sª del Perpetuo Socorro.
About Altitude Software:
Altitude Software is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more customer-centric. Altitude Xperience is a modular software platform that handles all customer interactions and unifies all touch points, in the contact centre and throughout any organization. More than 300.000 users in 1100 customers in 80 countries use Altitude Xperience to manage in real time enterprise functions like Customer Service, Telemarketing, Debt Recovery; Help Desk; Citizen Attention, etc. Altitude has 12 offices in four continents, a 160-strong worldwide partner network and is ISO 9001 certified for its worldwide support.
Published: Friday, December 12, 2008
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.