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Healthcare
Issue 5 January 1998
2-9555-230-024
By using Lucent Technologies products, healthcare facilities can reap the follow-
ing benefits:
■ Improved communication between staff members in different locations
■ Simplified administration of dispersed systems
■ Better response to true emergencies
■ Improved staff efficiency and satisfaction
Provide Highly Efficient Phone Service
Many healthcare facilities encounter problems responding to the large number of
incoming calls to their busiest offices. Callers are frequently put on hold for long
periods of time before representatives are available to help them.
Healthcare facilities need to:
■ Eliminate the frustration experienced by callers and consequent negative
perceptions of the facility
■ Improve the quality of service, without increasing costs
■ Optimize staffing by using the staff for what they were trained
DEFINITY ECS products can provide the following capabilities to the healthcare
industry:
■ Critical reliability system configurations, which ensure that the system is
fully operational more than 99 percent of the time.
■ The INTUITY CONVERSANT System gives callers access to basic
information 24 hours a day, seven days a week.
For example, callers can find out the balance owed or get a copy of their
bill
— without speaking to an agent.
■ DEFINITY Communications System with call center provides Expert Agent
Selection (EAS) with Call Prompting, which enables calls to be routed
appropriately.
Medicare claims, for example, can be routed to the assigned agent based
on caller input. Agents are happier because they are spending more time
helping callers in their areas of expertise.
Call Vectoring in conjunction with I
NTUITY CONVERSANT enables callers
to check their account information with the hospital’s mainframe system
while waiting to speak to an agent. If they still need to speak to a
representative, they do not lose their place in line. Callers can also be
given the anticipated wait time before reaching an agent, and be offered
the option of leaving a message for a later callback.