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.