Providers need several capabilities to run an effective omnichannel contact center.
First, they need a centralized cloud contact center solution. With a single, secure, HIPAA-ready platform, providers can take advantage of capabilities such as omnichannel call routing, smart routing and a private IP network while ensuring high availability, reliability and data security. Through application programming interfaces (APIs), an omnichannel contact center solution can integrate with existing customer communication management systems and extend their capabilities—without the expensive or timely overhaul of completely replacing them.
Many of the capabilities an omnichannel contact center solution offers enable healthcare providers and their staff to more efficiently handle high call volumes and connect all their various communications channels. Omnichannel call routing, for example, connects interactions across email, chat, phone and SMS. Smart routing sends patients to the appropriate agent or staff member who can answer their questions. It also provides agents with relevant information so they can have a productive conversation with the patient from the very beginning of their interaction.
Network performance and security are also critical to effective healthcare contact center operations. Some of the most sensitive data an organization can collect include patient's medical and health histories, so it's important that providers also adopt network on-demand services along with their medical contact center solution. These services encompass solutions such as dedicated internet services and private IP networks that improve call center speed, reliability and capacity. They also minimize the risk of downtime and network failures and securely transmit data via a virtual private network connection. These capabilities can be especially beneficial if a provider's contact center staff or receptionists are working remotely.
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