Healthcare

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.

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.

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.

Case studies