Background

One of the largest public healthcare systems in the United States had spent a great deal of time investigating traditional scripting platforms, only to find that none of them met its requirements. It subsequently chose Infinity CCS to deliver a bespoke solution, after hearing about the benefits Infinity was bringing to one of the country’s largest 9-1-1 command centers, declaring “If it’s good enough for them, it will certainly meet our needs”.

 

The challenges and requirements

Patient calls were handled differently across the healthcare system’s six sites so what was needed was a solution that would deliver agent consistency and accuracy. It would need to run across all sites and overflow to a third-party if required.

A robust scripting platform would be used to improve both the patient experience and consistency of the service provided.

The client also wanted the ability to report on contact center activity so that they could analyze results to support a program of continuous improvement, as well as provide accurate and measurable analytics for city wide reporting.

 

The solution

Infinity CCS developed a solution branded exclusively for the healthcare system, with their defined colour scheme and commercial branding.
It provides users with a consistent interface to guide them through patient calls. The results are improved efficiency in managing each call, and better accuracy in data capture and management throughout the process.

The flows are formed of multiple screens consisting of single question / answer / information prompts. Simplicity on individual screens offers a positive user experience for the agent and ensures speedy, methodical movement throughout the script.

Analytics provides fast and accurate retrieval and analysis of data collected during the call process, (User Performance, Average Call Handling Time, Calls by Facility, Calls by Type, etc.). The data can then be presented to the business via several graphical interfaces.

The Benefits
  • Delivers agent consistency
  • Enhances patient experience
  • Delivers critical reporting
  • Local configuration
  • Future-proofed to enable wider application integration
  • Sufficient for 105 stations over any 24-hour period