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Category Archives: Healthcare

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How Healthcare Call Center Solution Enhances Patient Experience?

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Patient care and experience are very important in the healthcare industry. Along with the right medical treatment, on-time communication is also necessary to deliver a great patient experience. A call center solution plays a pivotal role here in improving the patient experience in any healthcare organization like a hospital, clinic, urban healthcare center, pathology laboratory, etc.

Let us share how a call center solution enhances the patient experience.

Self-serving options

Patients often need to attempt multiple calls or download and use a healthcare mobile app, which may cause phone memory issues in some cases. Some patients are not that tech-savvy that can use a mobile app to book a health checkup appointment or inquire about the bill or get answers to the frequently asked questions. A call center solution for the healthcare industry is a boon here. It has some self-serving features like a multi level IVR that lets patients or their family members take the required actions without downloading any apps or attempting the hospital number multiple times due to a busy tone.

Excellent patient care options available to the healthcare organization

A call center solution provides an amazing range of features that help hospitals, pharmacies, and other healthcare organizations to deliver excellent patient care. Let us share some of them:

  • Missed call and drop call reports:

    These reports let healthcare organizations check the calls that are missed or dropped due to certain reasons. In this case, the healthcare support team can give a callback to the patient.

  • Customer history during a live call:

    The call center software for hospitals or any other healthcare organization shows a popup within the call center solution screen. This popup shows all the information related to the patient. The support executive will be able to personalize the conversation with the patient based on the patient’s history. This helps in making patients feel valued and enhances the patient experience furthermore.

  • Unified communication channel support:

    The contact center solution for the healthcare industry can support unified communication channels. Even if a hospital or any other healthcare organization does not need an omnichannel call center solution, using SMS, email, WhatsApp, and social media as modes of communication has become a norm. Adding these modes of communication by integrating these communication channels within the contact center software can help call centers to improve the patient experience by providing them support via their preferred mode of communication. Also, in some cases, SMS and email become necessary. Using multichannel communication helps healthcare organizations in enhancing the patient experience.

  • Detailed logs:

    A call center solution also provides a wide array of reports and logs that a hospital, diagnostic center, or any other healthcare organization can use to enhance customer experience by taking the required steps. For example, the abandoned call reports show numbers that need to be contacted to reduce opportunity losses. The pick hours show the need of increased support staff to provide better patient care even during pick hours.

Conclusion

A call center solution for the healthcare industry comes with an array of features to provide the best patient experience. Improved patient experience helps healthcare organizations to leverage several benefits.

We offer the best call center software that is specifically developed for healthcare organizations. Some of the healthcare organizations are already using our call center software such as Sterling Accuris Wellness Pvt. Ltd, which is a multispecialty diagnostic center. Read the complete case study here on how Sterling Accuris Wellness Pvt. Ltd Enhanced Responsiveness and Boosted Productivity with Our Call Center Solution

If you are looking for a call center solution or any other communication software for the healthcare industry, then contact us.

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Major Customer Communication Trends to Look For in 2021

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Major Customer Communication Trends 2021

The year 2020 was hard on the majority of industries, but it benefited some industries as never before. For example, internet services, IP TVs, telecommunication services, etc. were rising this year. At the end of this year, we are summing up the last some months and how the whole landscape has inclined towards certain spheres.

Being unified communication solution providers, we have been engaged in research and innovation along with other primary activities. One of our major offerings is the call center solution. To benefit our call center dialer users and all other professionals and businesses using any other call center software or any other communication tool must read this blog.

Based on our research, we have come up with some rising communication trends that will dominate the upcoming year. Knowing this information will help you, as a call center owner or as a call center software user, to define your growth strategy.

1. WhatsApp will be dominating

In more than 90%of countries around the world, WhatsApp has been in use heavily. For all sorts of communications, many people prefer WhatsApp messaging or calling. 1 billion active users per day are proof of the importance of WhatsApp as a communication channel in call centers.

According to a study, 9 out of 10 people prefer WhatsApp messaging for support communication. In countries like India, Mexico, and some other Asian countries, WhatsApp is the most preferred mode of communication. Thus, call center WhatsApp integration to add WhatsApp web into the call center dialer will be one of the basic needs of the companies in 2021.

You might be surprised, but many companies have already introduced WhatsApp support for their customers.

You must get ready to welcome your customers over their preferred communication channel, which is WhatsApp.

2. Video chat will have a major role

Video call in a call center might sound unusual to you, but it will not be in 2021. In fact, in the past two-three years, some specific industries have started leveraging the potential of video integrated into the call center software. Let’s see some examples:

  • Healthcare industry uses video chat to offer remote medical consultation
  • Banking and finance industry uses this solution for personalized communication, KYC processing, etc.

3. Unified communication will be the necessity

With the increasing digitization, customer demand, and growth of businesses, multiple communication channels have become necessary in the call centers. Moreover, some government legislations require call centers to follow some rules, including some communication channels. All this will make use of the governed use of omnichannel communication necessary for many industries.

4. AI-based communication tools will expand their wings

Along with the already available communication channels and call center technology, emerging technologies are also sneaking in. AI-based chatbots and voice assistants are likely to be part of call center solutions to automatically catering to customers and their concerns.

All these communication trends will dominate the call center industry. Therefore, getting ready to embrace the technology and delight customers is the demand of time.

If you need any technical help, we are here at your service. Contact us NOW!

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Top Ways Healthcare Industry Gets Benefited by Call Center Solution

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A feature-rich call center solution can benefit all industry verticals and healthcare is one of them. If you are puzzled by reading this, don’t be and read this article to know, how a call center solution like DialShree: Omnichannel Call Center Solution benefits the healthcare industry in the current scenario.

A call center software bestows many advantages to a different healthcare organization in all different circumstances. If you consider the current situation of the COVID 19 pandemic, you can imagine these benefits are as big as it gets multiplied by 100. (more…)

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Use Cases of Video Conferencing in Healthcare Industry

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Video Conferencing in the Healthcare Industry

Video conferencing solutions are used in all different industry verticals. It is an amazing tool for remote communication and collaboration. One of the industries which can leverage a plethora of benefits by using this software is the healthcare industry.

There are many articles written on the benefits of a video conferencing solution for the health care industry. Thus, we are not going to repeat the same. However, we will share more details on another important topic, called, uses cases of video conferencing solution in the healthcare industry.

There are many uses cases of this solution in healthcare and all of them cannot be covered in a single article. Thus, we are going to discuss the top 3 utilities of a powerful video conferencing solution such as MassMeet in the healthcare industry.

1. Better telemedicine

Telemedicine has been in use for many years. Telemedicine means providing remote medication via telephone calls. It is usually offered in the villages and distant areas where the health care facility is not in reach of people. Video conferencing solutions can be used to provide better telemedicine facilities as here, doctors can also see symptoms in patients to give better medication.

2. Remote healthcare training

The healthcare industry is vast. In different parts of the world, there are different institutes that work on different aspects to improve the health of humankind and other animals as well. Traveling to world conferences and seminars is quite expensive and everyone cannot afford that.

Thus, remote healthcare training sessions can be conducted by using a video conferencing solution. Healthcare experts can conduct training to treat different diseases, various research and development facts carried out in the healthcare industry, etc.

The video conferencing solution not only provides an inexpensive and time saver mode to connect all healthcare professionals from any nook or corner of the world, but it also provides various other features to make these healthcare training sessions more enriching.

For example, conference recording is a feature that records the video of the training, which can be later emailed to all participants and even to those who missed participating in it.

3. Meetings and roundtable discussion with the world healthcare leaders

In the health care industry, there are various organizations, NGOs, and other institutes, which work in various areas and carry out different studies, innovations, etc. These findings need to be shared with other professionals in this industry, so they can also take advantage of it.

Also, there are some common issues related to healthcare that need to be discussed by the global healthcare leaders. For these and many similar agendas, healthcare leaders or officials in a country or around the world arrange discussions, meetings, and roundtable discussions. Using a video conferencing solution like MassMeet, these discussions and meetings can be arranged virtually to provide many other advantages to the presenters and participants.

In conclusion, there are many use cases of video conferencing solutions in the healthcare industry. We offer one of the most advanced and feature-rich video conferencing solutions, called, MassMeet. Contact us for more details.

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Everything Important You Need to Know About SuiteCRM

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SuiteCRM Guide

Customer Relationship Management (CRM) is a tool which helps businesses to manage their relationship with the customers during different stages of the sales cycle. From finding leads and having various interactions with them to closing the deal and post sales support; all interactions can be managed and boosted via a CRM solution.

SuiteCRM is one of the most popular CRM solutions. It is an open source CRM system which was launched in 23rd October, 2013. The SalesAgility is the official developers and maintainers of this open source CRM solution.

At the moment, it has 107,187 community members which prove how strong community it has which drive the CRM solution in benefit of its users.

There are some really interesting numbers related to SuiteCRM which prove its worth and popularity:

  • The SuiteCRM has 910,000 downloads
  • It has 4,500,000 users, including, but not limited to, small business, medium businesses, large enterprises, etc. that use this CRM system
  • The SuiteCRM is available in 69 different languages
  • The SuiteCRM has 2074 translators
  • The SuiteCRM has received 1095 stars on Github

Within a very less time, it has won many hearts by proving that the open source CRM solution can be for all. It is not only for simple business models, but it is also for complex business models and sales cycles.

The SuiteCRM solutions are available based on 4 different categories:

  • Role
    • Marketing
    • Sales
    • IT
    • Service
  • Business Type
    • Startup
    • SME
    • Nonprofit
    • Enterprise
  • Need
    • Compare with Salesforce
    • Compare with Microsoft Dynamics
  • Industry
    • Public Sector
    • Retail
    • Finance
    • Manufacturing
    • Healthcare
    • Travel and Tourism

The SuiteCRM is written in PHP and thus, the PHP exerts can easily customize it to get the required additional features and performance in this open source CRM system.

Also, there are some really interesting services offered by the companies to increase its benefits such as, SuiteCRM VICIDial integration in which this CRM solution gets integrated with the VICIDial call center solution so both systems can be used within a single sign on to leverage many benefits.

The last stable version of the SuiteCRM was released on 28th March, 2019 which is named as SuiteCRM 7.11.3. It is available with AGPL license and it supports cross platform operating system. It has won many awards such as BOSSIE 2015 and 2016 as the best open source CRM in the world.

In a nutshell, SuiteCRM is one of the most powerful open source CRM (Customer Relationship Management) solutions.

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How Elision IVR Helps Healthcare Industry Reduce Cost while Becoming more Efficient

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How Elision IVR helps Healthcare Industry

Interactive Voice Response, or IVR, is the latest technological response system on the block. Putting it simply, an Interactive Voice Response system enables a computer to interact efficiently with a caller.

Interacting with Callers:

This interaction takes place through the use of voice and DTMF (Dual-tone multi-frequency signaling) tones via a keypad. Let us simplify that for you. Haven’t we all called customer complaint centers? If our broadband connection is down, to check our mobile phone balance or making a return request for that bag we picked up online(it was way too big)? Ah, you have, haven’t you?

Very often nowadays, we are greeted with an automated response system which classifies and sub-categorizes our queries. What this does is that is directs our queries onto a specialized customer care representative instead of a generic one who cannot satisfy the specific problem we are facing. In some cases human interaction isn’t even required!

It would go something like this; “Dial #1 for order enquiries”, “Dial #2 for return requests”, “Dial #3 for customer complaints” and so on and so forth. Ring a bell? That is precisely what IVR is – an Interactive Voice Response system.

Many industries and enterprises are turning towards IVR to reduce the cost of their sales, service, enquiry and support calls being made to and from the company. Elision IVR symptoms not only help direct customers to the right support channel but cut down the time spent addressing such calls drastically.

Benefits to the Healthcare Industry:

Elision IVR system applications have been making waves in the healthcare industry for a while now. This system has found varied application in the medical transcription services, automated prescription noting, reminders for patients, auto attendance during odd hours, bill collections and for patient surveys.

Elision IVR system applications, offer the health industry a wide range of benefits catered to their routines.

• It Impresses callers and increases the reputation of the brand name
• Provides excellent customer satisfaction
• Attends the call on the very first ring
• The option of multilingual greetings is offered to the caller
• IVR systems are very practical when the hospital has to distribute the same type of information to each and every caller (Schemes or general awareness messages)
• The IVR system runs continually (24/7) during the day and can never greet the caller with a tired, bored or irritable voice and demeanor

In hindsight, we can’t help but wonder how these industries even managed before Elision IVR system applications revamped their calling processes. Additionally, IVR has also improved the perception of the company brand name in the eyes of the consumer. A win-win situation any way you look at it. Elision IVR system applications are here to stay and the healthcare industry certainly isn’t complaining.

Here is a sample IVR Elision Tech devised for CIMS Hospital.

Flow for Voice Menu
Welcome to CIMS Hospital
Press 1 Gujarati
Press 2 English
Press 3 Hindi
After language selection, department and then sub department menu flow will start
S.No Department S.No. Sub Department
Press 1 Emergency Care Emergency Care
Press 2 Ambulance Services Ambulance Department
Press 3 OPD 1 OPD Appointment
2 OPD Billing
3 Pathology
4 Radiology
5 Pharmacy
6 Health Checkup
7 Operator
Press 4 Cancer Department 1 OPD Appointment
2 Operator
Press 5 In Patient Services 1 Admission Department
2 Patient Room
3 Billing Department
4 Insurance and Cashless Department
5 International Patient Desk
6 Care At Homes
7 Operator
Press 6 Other Services 1 HR
2 General Store
3 IP Pharmacy
4 Biomedical Department
5 Finance Department
6 Communication and Marketing
7 IT Department
8 Operator
Press 7 Operator Operator

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How IVR System is Helping Healthcare Industry

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IVR System for Healthcare Industry

IVR system has contributed immensely to the progression of healthcare industry. A system which was employed previously in the call center industry has been found to be advantageous in healthcare management, as well.

Let us examine its impact of IVR system on healthcare sector, one of the fastest growing industries in the nation.

The IVR system now finds a pride of place in enhancing efficiency in the healthcare industry and assists in unhindered workflow in pharmacies, nursing homes, hospitals and clinics through VoIP. The healthcare industry is in a better position to offer care with improved communication technology by offering seamless connectivity between personnel and patients of a hospital, courtesy the IVR system.

Key advantages of IVR system for the healthcare industry

Quick retrieval of patient history:

Knowing and studying patient disease history is key; and doctors need to do so before they plan treatment for their patients. The IVR system is a boon to doctors and the healthcare industry in general as the system enables recording of patient disease history and replay of the same at any convenient time chosen by the doctor.

This is a great advantage as it helps free the specialist without immediate pressure to study the patient history and enables time to attend to other crucial tasks. The doctor is in a position to revisit this information at a more convenient time. The information about patients can be provided by the hospital at any time and doctors can view it with a single click.

Saves time and offers better service to patients:

When patients call in, the IVR system has an Auto attendant feature which activates auto reply to a call. After welcoming the patient, the auto attendant feature moves on to assist in providing the required information without human interference.

All types of queries pertaining to the hospital and services are presented to the caller in a menu format and after the choice of information is made, the caller is auto directed to the information without any employee engagement. With the IVR system in place, manpower can be employed in other indispensable areas, thus improving quality of healthcare.

Cost effective product:

An IVR system comes with modern features which work well to suit any scenario. The system is extremely cost effective and when one analyses the benefits, it is extremely suited to healthcare where timely information and quick retrieval is sacrosanct, and can make all the difference between life and death.

The IVR system can positively impact the functioning of the healthcare industry by smoothening workflow. It has proved itself to be extremely efficient, reliable, and easy to use which can result in optimizing time, manpower and money, the most valuable resource of any industry.

The IVR system may just be what the doctor ordered for the smooth functioning of the healthcare industry. And Elision Tech has the latest IVR system that is ideal for the healthcare industry. This system has all the features to transform the healthcare industry.

Here are links to case studies which shows how Elision Tech’s IVR System have helped healthcare industry:

1) Sterling (IVR + Inbound + Outbound)
2) Unipath Lab (IVR + Inbound + Outbound)
3) CIMS Hospital (DialShree – Omnichannel Contact Center Solution)

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