At a Glance
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.
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.
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.