intelepeer atmosphere infographic final 2...report citation: enterprise contact center. a strategic...
TRANSCRIPT
Customers
Billing
Sales
Electronic HealthRecords (EHR)
MedicalProvider
HealthcareCompany
CRMCU
S TO M ER S ERVIC
E
ISSUES FACED BY HC COMPANIES:
• Fragmentedcommunication,connectivity andsystem integration
• Limited lifespanfor legacy equipment
• On-going operationalcosts to maintain ITstaffing, equipment,operating systems and software
• Difficult to deployand limited accessto features
CRM
ElectronicHealthRecords(EHR)
BusinessSystem
ApplicationsBilling
Sales
MedicalProvider
CustomerService
LEG
ACY
CO
NTA
CT
CEN
TER
MO
DER
N C
LOU
D C
ON
TACT
CEN
TER
ATM
OSP
HER
E A
S A
SO
LUTI
ON
W O R K F O R C E O P T I M I Z AT I O NProductivity
StaffingQuality Control
Operating Expense
85%
ANALYTICS PREDICTIVE DIALER
CALL RECORDING
IVRACD
API
API
API
PBX
EVOLUTION OF THE CONTACT CENTER AND PATIENT EXPERIENCE
PBX
IVRACD
MONITORING
SECURE DEPLOYMENTSAND MANAGEMENT
Security Patches Solution Updates
Managed by Cloud Provider
ENHANCED SCALABILITY AND FLEXIBILITYOmni-channel connectivity
Immediate access to new featuresReal-time service management
of responding (healthcare) organizations surveyed view customer experience provided through the contact centers as a competitive differentiator.
© Deloitte. Report citation: Enterprise contact center. A strategic opportunity for health care providers.
The Atmosphere solution delivers a superior patient and clinician experience. Data collection and transmission is easy, efficient and accurate. Clinicians have the information they need, and patients receive the care they deserve. Our investment in the Atmosphere solution sets us apart from the competition.
- Healthcare Technology Company VP of Operations
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