Omni-Channel Optimization

An omni-channel contact center relies on an integrated platform that combines analytics, strategy, process, systems integration, technology and operations. By seamlessly integrating these components, the patient access center is able to interact with patients, caregivers and physicians in their media channel of choice, including telephone, web chat, text and email. 

Delivering the consumer experience based on each patient’s channel of choice, preferred language, and communication preferences enables the organization to build toward personalization of service delivery. It also allows for the efficient use of online capabilities by shifting costly calls to self-service and leveraging automated tools to capture customer feedback and continually measure performance.

The decision to purchase new technology is multifactorial, and selecting a technology vendor can be a long and complicated process. VoC Consulting streamlines the process by first assembling a cross-functional project team to guide effective decision-making. Understanding the organization’s acceptance of technology can help fine-tune the process and ensure a well-thought-out solution. The ultimate outcome is a seamless patient and physician experience based on optimized utilization of technology, integrated scheduling and registration solutions, improved appointment availability, and implementation of metrics for monitoring performance.