VOICE-DRIVEN CALL ROUTING FOR HEALTHCARE

Transcription

1 VOICE-DRIVEN CALL ROUTING FOR HEALTHCARE How automated call routing can transform patient calling experience and improve hospital operating costs 14-Oct-17

2 Today s Challenge in Hospital Calling Bridging large caller-mass to multiple phone destinations Thousands of daily callers Hundreds of medical departments

3 CALL ROUTING TO MEDICAL DEPARTMENTS: THE TRADITIONAL EXPERIENCE CASE #1 A call is made to the medical center s main phone line Multi-stage DTMF menus and human phone operators handle the call manually The call is transferred to the designated medical department >5 minutes of waiting time with limited operator availability

4 CALL ROUTING TO MEDICAL DEPARTMENTS: THE TRADITIONAL EXPERIENCE CASE #2 The medical center holds a phone line per department with no main phone number publicly available Callers are forced to seek for their desired medical department s phone number The call is directly routed to the designated medical department by the caller Multiple, redundant phone lines with difficult calling experience

5 HARNESSING THE NATURAL SIMPLICITY OF VOICE. Voice recognition solution acting as a natural language voice-bot routing hospital callers to the desired department, lab or medical clinic Voice-driven call routing for healthcare Instant, wide-range coverage of medical departments, services and general terms used by everyday callers Including formal naming conventions and non-formal aliases Consistent, 24\7 automatic call routing availability Quick, simple and friendly for all callers and demographics Built-in educated transfer capability to human operators (automatically or on-demand)

6 HOW DOES IT WORK? AC Voca voice-driven call routing for healthcare Callers dial call the hospital s main, sinlgle phone line at any time The AC Voca solution answers the call and invites the user to say the name of the desired department, clinic or medical service The call is automatically routed to the designated phone destination with no waiting time

7 PERFORMANCE AND CALL TRANSFER RATES Precision in voice-recognition accuracy and call routing More than 90% transfer rate For calls handled by the AC Voca voicebased routing solution

8 REAL-TIME MONITORING & CALL ANALYTICS Analyze calling behavior and traffic Complete call analytics On-demand playback of caller requests Call duration and transfer rates Calling peak times Real-time data reporting

9 80% COST SAVING POTENTIAL Reducing operational costs by employing voice-recognition Up to 80% savings Long call durations Multiple phone lines Phone operators

10 CASE-STUDY #1 Rambam Healthcare Campus 900 beds 370 medical departments 2,300 aliases 1,500 daily calls in average 2,300 daily calls at peak time 1 phone operator required instead of 5 Cloud deployment over 9 AC Voca channels

11 CASE-STUDY #1 Rambam Healthcare Campus "Out of 1,500 daily incoming calls, only 100 of them are now directed to a human operator, whereas all other calls are handled entirely by the AudioCodes voice routing solution. Ofer Kanner, Chief of Operations, Rambam Healthcare Campus

12 CASE-STUDY #2 Düsseldorf Universitätsklinikum 1,200 beds 2,000 daily calls in average 500 medical departments 2,500 aliases 6,000 daily calls at peak time 3 phone operators required (est.) instead of 10 On-premise deployment over 10 AC Voca channels

13 Tailored solutions designed for healthcare needs Voice-dialing for internal staff On-duty calling for medical teams Campus navigation End-to-end appointment scheduling

14 HEALTHCARE CUSTOMER PORTFOLIO 2017 כל הזכויות שמורות

15 Designing and developing telecommunication products and solutions with special focus on VoIP and VoIP migration technologies since Employing over 700 employees worldwide with HQs in Israel and NJ. Publicly traded in Nasdaq (AUDC). Strategic partner of Microsoft, Alcatel-Lucent, Avaya, BroadSoft, Genesys and more. Global sales and support operations in more than 100 countries around the world. 14-Oct-17

16 CONTACT TELEPHONE O: M: Gidi Adlersberg Product Marketing Manager AC Voca powered by AudioCodes LINKEDIN