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Case Studies : CyraCom

The Challenge
CyraCom provides a vital service for the health care industry: helping patients who cannot speak English communicate with their doctors and nurses.

Its transparent language services incorporate phone-based interpretation more than 150 languages and are in use in more than 900 patient-oriented hospitals throughout the United States. Through transparent language services, health care providers receive fast and efficient phone-based interpretations that help improve quality of care, patient satisfaction, and health outcomes, and, at the same time, lower costs.

CyraCom was one of the first companies to offer language services specifically designed for health care. It provides a patented dual-handset telephone, which allows two people to communicate continuously without having to pass a single handset back and forth. Health care professionals then connect to CyraCom's interpretation service, say the name of the language they need and an interpreter is quickly connected. This enables fast, accurate and confidential communication between medical staff and limited-English proficient patients.

Voice technologies are the backbone of CyraCom's system. It required a platform capable of reliably processing calls and easily integrating with various hospital information systems. To ensure timely introduction of service enhancements, the development team needed a solution that would simplify and lighten its programming work. In addition, CyraCom sought ways to leverage advanced speech technologies to speed response time and improve usability, thereby increase hospital staff acceptance of the service.

The Solution
CyraCom chose to deploy its solution on the Envox Communications Development Platform because it supports the newest speech technologies and many integration options; provides a fault-tolerant platform capable of handling high call volumes; and includes Envox Studio, a graphical development environment that reduces development time by 50 percent or more.

CyraCom decided to speech-enable its existing application and replace its DTMF language selection menu with a voice-activated solution. This saves time as health care providers no longer need to manually look up a three-digit language code and enter it on a keypad; they simply say the name of the language. CyraCom's development team utilized the Envox platform's seamless integration with Nuance 8.5 automated speech recognition engine to implement this functionality.

At the same time, CyraCom took advantage of the Envox platform's advanced call control functions to develop a new queuing feature to rapidly access interpreters. This yields a faster service and lower costs.

The Results
The speech-enabled Envox-based solution boasts significant results. Client wait-time to reach an interpreter has decreased more than 50 percent from its original 40 seconds. Usability improvements can be measured by a 65 percent drop in callers needing operator assistance once inside the system. These factors helped CyraCom recoup its investment in the Envox-based solution in only 6 months. Most importantly, CyraCom clients can improve their quality of care, patient satisfaction, and health outcomes without overtaxing the cost of providing these services.

In addition, CyraCom was able to reduce the average cost per call. In the future, it expects to gain added flexibility from the extensive options for integrating with data structures and new technologies.

"Envox Worldwide has been an outstanding partner helping us leverage advanced voice technologies for real and measurable results for our business," said Michael D. Greenbaum, CEO of CyraCom. "We will continue to work together to quickly introduce service enhancements that improve our customers' delivery of superb patient care, thus contributing to making CyraCom the health care leader in language services."

About CyraCom:
Company LogoCyraCom International is a provider of Interpretation and Translation Services via phone, video, mobile app, or written text. Through its CyraCom and Voiance subsidiaries, we bridge communication gaps for organizations that need rapid access to language assistance in hundreds of languages 24/7.
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Published: Thursday, November 9, 2006

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