Strengthening Call Center Operations
EXTENSION has developed a solution that integrates with Cisco Unified Contact Center Express Premium, which enables operators to efficiently handle inquiries via intelligent agent workflows. EXTENSION aggregates data from various clinical systems including patient and staff directories, and allows operators to view relevant information in a single agent console to better interact with the caller. This eliminates the need for operators to search a multitude of directories in order to engage with the caller, answer questions, and facilitate an appropriate call transfer if needed.
EXTENSION continuously aggregates data from various clinical systems. When a patient calls, EXTENSION associates the patient caller ID with the aggregated data. This provides the agent with immediate access to relevant patient data and improves the call transfer process.
Maximize ROIImproved operational processes can lead to greater staff efficiency and improved revenue performance.