This week Presence Technology officially launched its healthcare solution, Presence for Healthcare, at the 24th Annual Conference of Healthcare Call Centers. We had the pleasure of seeing some of our clients at the conference, and we met many new players in this specialized arena. We continue to build a steady client base in the healthcare industry, as health delivery Contact Centers are increasingly playing a key role in the day to day operations.
From large hospitals to nurse triage lines, we see contact centers emerging as a frontline for patient support. By properly utilizing the contact center, not only does patient satisfaction increase, but we see limited resources turn into great results i.e. centralized scheduling centers are put in to use, and post discharge calls are completed efficiently, reducing the likelihood of readmission. As changes move through the health delivery system, it is critical that contact centers have the proper tools to increase efficiency and value, while retaining patient quality.
While at the Conference, we spoke to many qualified and experienced medical professionals, as well as Contact Center executives, who see the value in healthcare Contact Centers, and many are vocal advocates for continually improving the services and technologies in the Contact Center. In an age where consumers, including patients, rely heavily on social media and mobile technology, it is important for Contact Centers to incorporate these technologies. If a health system is going to invest in a Contact Center, they expect to see value, so it is crucial that the best systems are put into place for making patient contact as meaningful as possible, while increasing efficiency and reducing cost.
Presence for Healthcare answers many of the challenges that healthcare Contact Centers are facing in a time when the health delivery system is experiencing so much change.
What do you think are the biggest challenges facing the Healthcare system, specifically in the Contact Center arena?