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Amcom's Mission-Critical Communications Solutions Used in Best Hospitals in US
TMCnet Contributing Editor
Amcom, a provider of mission-critical communications solutions to improve call center efficiencies, received promotional opportunity from U.S. News & World Report’s annual "Best Hospitals Report" when it announced that half of the hospitals ranked on the list use Amcom software.
Eight of the top 16 “America’s Best Hospitals” have installed Smart Center, Smart Web, Smart Speech, Smart Console and/or Amcom’s e.Notify automated event notification system.
Mission-critical solutions from Amcom are designed to improve communications efficiencies by integrating and automating operator services within hospital call centers. Amcom’s Oracle and Linux-based enterprise applications eliminate manual processes and other inefficient call center processes, thus increasing productivity, reducing operational costs and improving service ratings.
Jack Collins, CEO of Amcom Software noted that the most highly respected hospitals in the world utilize Amcom software. These organizations have gotten rid of manual processes by automating call-center functions with Web-based applications, speech technologies and automated event notifications.
Collins went on to highlight that Amcom software enables the consolidation of facilities, processes and personnel, proving that it can save hospitals million of dollars in operating costs and efficiencies.
U.S. News & World Report studied the top medical centers in the country last year. Out of 176 medical centers selected for the annual America’s Best Hospitals report, 16 earned honor roll status, a mark of particular distinction. To earn this position, the hospital needed to demonstrate breadth of excellence by achieving a high ranking in no less than six specialties.
The scoring system that U.S. News utilizes summarizes overall quality of in-patient care. Reputation and mortality each made up one third of the total score. The remaining one third is composed of a mix of other factors adjusted by specialty, such as discharge volume, nursing and technology.
Built on the Oracle (News - Alert) and Linux-based Smart Center platform, the Amcom system easily integrates into enterprise applications and central directories and database files.
The following applications are included in Amcom Software’s product suite:
Smart Console uses automation and the integration of caller and directory information to enable operator service call centers to answer more calls in less time while also reducing costs, scheduling problems, data-entry requirements and operator fatigue. Courteous and professional call reception is maintained through centralized communications processes that also enable operators to increase productivity and accuracy.
Enterprise employees and other authorized users use Smart Web applications to do directory searches, paging and on-call scheduling from their corporate Intranet or the Internet. While offering compatibility with all standard web browsers and accessibility from PCs and wireless and handheld devices, Smart Web provides users with convenience and consistent access to up-to-date information.
A majority of routine phone requests, such as directory assistance, messaging and paging, can be processed with Smart Speech without a live operator and more easily than a touchtone. Once prompting callers to articulate their requests, the system listens and finds the information in the database and performs the appropriate transaction while providing pleasant and efficient call-handling around the clock.
To streamline emergency communications procedures for managing disasters and other emergency situations, many hospitals have implemented e.Notify. As Amcom’s automated HICS-compliant (Hospital Incident Command Canter), e.Notify operates as a notification system in the instance of unexpected events.
Amcom is sure to garner attention with the news that its software is used in so many of the best hospitals in the US. After all, reputation can be greatly based on the way that customers experience the call center. Perceptions can be greatly affected by the way a call is handled. Efficient and courteous calls that quickly resolve issues leave a much better impression than those that are hard to navigate and leave the customer feeling frustrated.
Another important element to consider in the hospital call center environment is the emotional element that can come into play for the caller. Whether the purpose of the call is for resolving a billing issue, talking with a nurse or setting an appointment, the caller usually will have more of an emotional investment in the call that can also make them more sensitive to call-handling. In this type of environment, efficient systems are extremely critical.
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