News : Telmediq Adds New Call Center Console to Communications Platform
Seattle, WA, USA, March, 2018 -- Telmediq, a vendor for secure communication platforms in healthcare, launches new call center console within its platform at HIMSS18. The new console allows call center agents and operators within a healthcare system's call center to handle inbound calls and access to critical information from clinical and IT systems in real-time using a single unified interface.
Using the new functionality, call center agents can join virtual queues from any location to service inbound patient and clinician calls, and instantly contact clinicians using Telmediq's secure texting platform and unified clinical directories.
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"Hospitals continually struggle to get their legacy CTI-based call center technology properly integrated with their directory, scheduling solutions, patient records and texting solutions. This creates a lot of inefficient work arounds by call center staff and IT," said Ben Moore, CEO and Founder of Telmediq. "The key to improving communication in hospitals is removing those silos and connecting all communication channels. That's what we do."
"Our goal is to help hospitals move the call center towards a patient engagement center by reducing the number of administrative calls received. This will allow call center staff to focus on more proactive patient engagement activities," said Moore.
Telmediq plans to add a patient texting module to the platform later this year so call center operators will be able to service both phone calls and inbound secure text messages from patients and route them accordingly, within the healthcare system.
"Every other industry has evolved towards multi-channel call center strategies except for healthcare," said Moore. "Patients should have better access options for real-time communication with their healthcare providers. We're working with our healthcare customers to make that happen."
Posted by Veronica Silva Cusi, news correspondent
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