Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

At a Glance

Markets - Healthcare
Contact on any and all channels
Markets - Healthcare
Connect patients with right department/ person quickly
Markets - Healthcare
Integrate patient information at any level to help agents
Markets - Healthcare
Maintain confidentiality
Markets - Healthcare
Automatically adjusts to peaks in demand
Markets - Healthcare
Deploy in the cloud, on-premise or hybrid

About Sytel’s Healthcare Contact Center Solution

Communications in the healthcare sector often involve higher levels of anxiety and urgency, and so must prioritise concern for the patient. Sytel provide health facilities a platform that can deliver the best in patient-centric care across all touch points, giving agents the tools and data they need, and offering tailored automation where appropriate.

Contact on any and all channels

Patients should be able to contact their healthcare provider on the channel of their choice – voice, SMS, email, social messaging or video – and to be able to move between channels easily. Softdial Contact Center™ (SCC) supports all media channels, offering a path to digital transformation from any legacy systems. Channels are fully integrated within SCC so that transfer between agents, or contact channels, is seamless.

Any patient data (name, ID, history, etc) travels with the contact session, so each agent is aware of the patient journey so far, and can move forward with confidence, providing the joined-up, smooth CX experience patients expect from start to finish.

Patients who cannot be connected immediately should be kept updated and given options. To facilitate this for those in voice queues, SCC can play ‘position number’ or ‘expected wait time’ or any other messages and offer the opportunity to leave a message or book a callback.

To keep patients informed and to help operations run smoothly, appointment reminders, SMS alerts, etc may be actioned with ease, either utilising live voice agents or playing/ sending automated messages.

Maintaining confidentiality

Contact between patients and healthcare providers is governed by many regulations to protect confidential patient data and keep patients safe – GDPR, PCI and others.

To meet these requirements, all Sytel software components have safeguards built in at all levels of data protection, including the concealing of any payment card details from both agents and recordings. Where required, all contact sessions, whether voice or text-based, may be recorded and stored securely in the cloud for later review and quality auditing.

The route to high quality care

To connect patients with the most appropriate person or department as quickly as possible, SCC offers:

  • a highly flexible IVR system, allowing users to design and deliver the most complex flows using a drag and drop design tool. Flows can be updated on-the-fly to make those small adjustments that make a big difference to patients, or in response to rapidly changing situations.
  • highly configurable routing for all channels, based on source/ destination, patient record, or many other criteria. A precisely configurable queueing mechanism can manage overflow so that patients are never left waiting, and SLAs are strictly adhered to. Emergency calls, for example, can be routed to priority queues where an agent is always available.

 

Automatic servicing of demand

To service peaks in demand, agents can be moved automatically from low priority activities. And to distribute load evenly between queues and agents, calls and media sessions can be balanced automatically to maintain lowest possible wait times.

Integrating critical systems

Critical systems, such as patient records or booking applications, can be integrated into SCC at many levels to streamline the agent experience and enable them to deliver the best patient care. For instance, they can be made available at a particular point within an agent script, or at any point in the conversation via the unified agent desktop.

Choice of deployment model

No matter whether deployed in the cloud, on-premise or hybrid, the same software will deliver the highest quality of service to any location or department.

Enabling home working

Cloud delivery enables organisations to connect the right staff wherever they are located – at home, in facility or mobile. All they require is an internet connection and a web browser.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app