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News : Top Behavioral Health Organization Leverages Salesforce for Improved Contact Center Experience

#ContactCenterWorld

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."

#ContactCenterWorld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About Salesforce:
Company LogoSalesforce.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.
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Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Friday, February 10, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
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.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)
 

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