Newark, DE, USA, Feb 2023 - DecisivEdge, a business consulting and technology firm, in partnership with Salesforce, has transformed the patient admission process at a top 5 U.S. behavioral health center. This patient-focused recovery center support model is driving value across the organization’s operation by reducing inbound call abandon rates, cutting time to admission, improving patient experiences and call center agent success.
The foundation for these improvements is a call center workflow that integrates and optimizes Salesforce actions. With task-based workflows that incorporate an intuitive user interface (UI) and user experience (UX), call center agents are able to capture information and match patient needs to the right facility quickly and clearly.
"Call center agents are on the front lines of patient care, yet too often their tools are disparate and disconnected," says Karl Fischer, Managing Director CX Transformation at DecisivEdge. "With technology, analytics and a data-driven strategy, we are able to deliver a streamlined desktop workflow that enables these agent to drive a more effective, meaningful patient conversations."
The new recovery center support model workflow moves the agent through stages from point of contact to admission, including an application to schedule patient pickups that integrates with the advisor’s case intake screens. Throughout the development of the call center solution, the DecisivEdge team focused on ensuring that the call center agent has the flexibility to transition quickly from one task to another while maintaining visibility to open areas, fall outs, and next steps to complete an admission.
Further, the solution includes an interface, facilitated by a Boomi cloud enterprise integration Platform as a Service (iPaaS), between EHR and Salesforce for a more intuitive patient admission process. Other tools include a Salesforce-integrated patient financial calculator and patient benefits history application.
Wilson concludes, "We help clients from various industries design, execute and implement a personalized Salesforce strategy. Your business challenges aren’t out of the box, your Salesforce shouldn’t be either."
Posted by Veronica Silva Cusi, news correspondent
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Friday, February 10, 2023
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.
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.
Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall