Background

One of the largest public healthcare providers in the United States had spent a great deal of time investigating new systems, only to find that none met its requirements. It chose Infinity CCS to deliver a bespoke solution, after hearing about the benefits the largest and busiest fire department, the FDNY, was experiencing after choosing Infinity CCS to design and develop its new 9-1-1 system.

The challenges and requirements

Patient calls were handled differently across the healthcare providers six sites, so it needed a solution that would deliver agent consistency and accuracy.

A robust scripting platform would be used to improve both the patient experience and consistency of the service provided.

The provider also wanted the ability to report on contact center activity so that data could be analyzed to support a program of continuous improvement, as well as provide accurate and measurable analytics for city wide reporting.

The solution

Infinity CCS developed a solution branded exclusively for the healthcare provider. It provides users with a consistent interface to guide them through patient calls. The results are improved efficiency in managing each call, and better accuracy in data capture and management throughout the process.

The flows are formed of multiple screens consisting of single question / answer / information prompts. Simplicity on individual screens offers a positive user experience for the agent and ensures speedy, methodical movement throughout the script.

Analytics provides fast and accurate retrieval and analysis of data collected during calls, (User Performance, Average Call Handling Time, Calls by Facility, Calls by Type, etc.) The data can then be presented to the business via several graphical interfaces.

The Benefits

  • Agent consistency and accuracy
  • Positive user experience and faster, more accurate patient interactions
  • Enhances patient experience
  • Automates processes, reduces waste and lowers costs
  • Delivers critical reporting and data capture for easy analysis
  • Future-proofed to enable wider application integration

Components

Supercharge your programs with apps, components and integrations

Workflow

Infinity Workflow gives you the ability to create workflows that guide agents through transactions quickly. Like a satnav, the best route will be calculated based on agent input and customer response.

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Infinity Workflow

Unified Agent Desktop

Equipping agents to successfully serve customers. Infinity’s Unified Agent Desktop solution brings existing data and systems into a single desktop. This removes the need for agents to navigate different systems to find information and provides them with the tools needed to service the customer within one application.

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Unified Agent Desktop

Analytics

Discover your data, improve business processes and spot opportunities. Infinity Analytics makes connections between multiple data points to tease out business insights and trends that might otherwise remain hidden. The ability to take raw data, crunch it and churn out richer, summarised, cross-referenced data is extremely valuable, enabling people to turn it into insight and opportunity.

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Analytics

Outbound Performance Management

A proven, cost-effective call centre solution that uses Artificial Intelligence Techniques (AI) to automate outbound dialling. Save your contact centre time and money when making a significant number of outbound calls. Non-productive tasks, like manual dialling, are automated, leaving users to concentrate on talking to customers.

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Messaging

Consumers have long since gone digital, and now expect to be able to contact any organisation via whatever channel they like. Using our smartphones to discover products, place orders, make payments, and access customer service is just second nature now. Companies that don’t facilitate this run the risk of seeing their customers defect to competitors that do.

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Messaging

Self Service

AI helps to make products and services better for customers and more profitable for sellers and providers. Self-service solutions are generally either voice or text-based, however both use similar Natural Language Processing technologies behind the scenes, including speech/text recognition, text-to-speech, and speech-to-text.

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Self Service

Callmedia

Leverage multiple outbound channels. Create seamless, cross-channel conversations to increase customer satisfaction and eliminate repetition.

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Callmedia

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