Another Major Company Moves to the Cloud
If you follow news from the contact center industry, you may have read about another high-profile convert to the cloud.
One of the largest technology healthcare service providers in the United States recently announced its adoption of flexible cloud-based technology to provide 24/7 customer access via phone, online video or mobile application.
Technology health, or “telehealth,” is a growing trend in health care, which incorporates remote conferencing between doctors and patients for general questions and follow-ups. It’s more convenient and cost-effective for the patient, as it does not require driving to the doctor’s office and paying the fee that is requested as soon as you sign in with the receptionist.
The cloud technology selected includes workforce management, automatic call distribution and IVR.
At this early stage in the evolution of telehealth, positive patient experiences are particularly important. Those that try the system only to lose the connection, or be stuck on hold for long periods of time, may decide it’s not worth the effort. Thus companies must make certain that patient care is optimized, and agent performance (if someone other than the doctor is the first contact for users) is efficient.
The same concerns within this burgeoning industry are ongoing challenges for every type of business with a contact center. This is why so many of these entities are moving to the cloud in unprecedented numbers. Managers have access to all the data they need through workforce optimization and workforce management to deliver accurate forecasts and schedules, without the large upfront cost that such technology used to require.
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