When discussing different aspects of the healthcare industry, high patient expectations, agents’ productivity, and cost-saving are some elements that remain at the top of the list. Expecting more from the healthcare provider is normal because good health is everyone’s priority. Patients are ready to pay more in return for quality service. However, even after putting in the maximum effort, healthcare contact center agents find it challenging to meet patients’ expectations.
There can be multiple reasons for this, such as – shattered workflow, too much workload, long wait time, lack of comprehensive knowledge base, lack of integration, no automation, and more. To eliminate all these complications, Computer Telephony Integration (CTI) comes to the rescue. Integrating healthcare business applications like EPIC EHR with a telephony system using a CTI connector can be highly beneficial for the overall growth of the healthcare facility.
Top 6 Benefits of CTI Integration in the Healthcare Sector
A single add-on can eliminate a majority of the challenges faced by the healthcare industry. Incorporating CTI in the system can automate the workflow, reduce agents’ pressure, improve assistance quality and productivity, and much more.
Enhanced Agents’ Productivity
Agents in healthcare contact centers have to perform multiple tasks simultaneously which makes it difficult for them to meet productivity expectations. They have to ensure every task taken care of by them is done accurately without any human error. To make this possible having computer telephony integration in place is crucial.
CTI connectors automate many tasks like call logging, click-to-dial, call transfer, etc., improving agents’ productivity by reducing after-call work. Once agents have free time they can focus on other crucial tasks that enhance patients’ satisfaction.
Cost-effective Move
When talking about the healthcare industry, higher spending can’t be ignored. Whether it be core medical services like surgeries or backend processes like patient assistance, everything should be of prime quality. To maintain those standards and ensure quality, along with increasing profit, i.e., the base of any business, it is crucial to have tools that save costs. There should be a proper balance between everything because minor mismanagement can lead to big losses in the healthcare sector.
Integrating CRM with ACD through CTI can reduce costs and help create a balance between core healthcare services and customer support services. Business leaders should consider these aspects and invest in Smart CTI Connectors that offer advanced analytics, enhance automation, reduce errors, and increase the ROI.
Omnichannel Communication Support
In today’s digitally advanced world, customers prefer connecting with the brand through multiple channels. They expect a quick resolution and better interaction irrespective of the platform they are using to reach the brand. So, whether it be social media, call, chat, email, or phone the brand should be equally active across channels.
For multi-channel assistance, agents should have real-time access to relevant patient information. Smart CTI integration in the healthcare contact center with omnichannel communication support, can reduce Average Call Handling time, improve patient satisfaction, and enhance agents’ productivity by allowing them to interact with patients through their preferred channel.
Easy to Use
Before investing and incorporating any tool in the existing workflow, businesses always think of the time it will take for users to adopt it. In an industry like healthcare where a lot of crucial information and medical records have to be stored safely, having a user-friendly and customizable tool is so important. So the product in which healthcare tycoons will be interested in investing must promise to improve performance, boost ROI, simplify the workflow, and satisfy patients.
Advanced CTI connectors offered by brands like NovelVox are designed after considering the expectations of the business. It integrates seamlessly with existing CRM and helps extract real-time reports, offers a single panel view of patients’ records, reduces call handling time, and more, which is ultimately proven to be cost-effective and user-friendly.
Better Call Routing
Many times patients try to connect with the healthcare expert urgently, and hear, “All our experts are busy, please hold the line”. Or when they call they connect with an agent who is not an expert in the particular domain and route the call further which consumes time and sounds frustrating. To improve the interactions and reduce the call handling time, incorporating a CTI connector is the best solution.
The CTI connector seamlessly integrates with the telephony and the EHR system and improves the call-handling process. When the patient reaches the hospital, the computer telephony integration identifies the caller through the CRM, pops up relevant information, and routes the call to the concerned agent or expert based on the caller’s requirement or health issue.
Improved Collaboration
Healthcare experts have to connect regarding multiple cases and always interacting in person with all the records and data in one place is not possible. So they need effective collaboration tools like – a messaging and video conferencing platform integrated with a CTI connector. It promotes communication between healthcare professionals.
With a CTI-integrated interface, professionals can communicate with each other, discuss cases, share findings and information, and make collaborative decisions even if they are working from different branches of the hospital.
Conclusion
With a Smart CTI connector in place, the healthcare sector can flourish in every aspect. This tool promotes automation, improves communication, saves costs, and boosts productivity. Incorporating a CTI connector is a good decision but while choosing one for your business make sure to invest in a solution provider like NovelVox that promises advanced features and perfectly meets business needs and expectations.
