AnswerStat News

November 2003

Doctors Hospital to Deploy Speech-Activated Paging

Amcom Software announced that it will install an innovative speech-activated paging system at Doctors , GA.   Scheduled for a November 2003 installation, the new DocLink™ meet-me paging system will simplify paging for physicians and medical staff while greatly reducing their time to connect.

DocLink meet-me paging, the latest in a suite of speech recognition applications from Amcom, enables medical personnel to page each other without operator assistance and without the uncertainty of hanging up and waiting for a callback.  Users simply say the name of the person they wish to page, provide their own name, and stay on the line to be connected. 

If the recipient accepts the call, the system automatically connects both parties for a conversation.  The system can provide coverage or transfer options if the recipient is unavailable.  System features let the called party screen calls and either accept or reject them; rejected calls may be routed to other destinations such as voicemail or the operator.

The speech-enabled paging system will use the same directory database currently used by the Hospital operators at their PC consoles.  All pages will be sent via industry-standard protocols to in-house or wide-area devices and all paging transactions will be logged for tracking and reporting.

Amcom's speech recognition technology is designed to handle high call volumes and directories with thousands or millions of records.  Paging and other Amcom speech applications can be integrated with existing call center applications, enabling the use of a single database for combined operator, web, and speech-enabled directory functions. 

For more information about Amcom Software call 800-852-8935.  For more information about Doctors Hospital call 706-651-3232. 

1Call Introduces Patient Placement Application 

The 1Call division of Amtelco, a leader in developing, installing, and servicing healthcare call center systems, announced the introduction of the 1Call Patient Placement application.  This innovative new application utilizes the flexibility of the web-based 1Call eCreator scripting system, streamlining the process of alerting hospitals about incoming patients.

The Patient Placement application easily integrates with a hospital's current ADT (Admission, Discharge, Transfer) system and automated medical records.  It is an ideal tool to assist hospitals in the process of Direct Admits, as well as coordinating the patient placement process.  In addition, this tool can be used to assist in the Capacity Alert situation.

To ensure patient confidentiality, only authorized users can access the Patient Placement application.  The Patient Placement scripts are easy to use, walking the user through the applicable questions to help ensure all the necessary information is entered.  This gives the hospital vital information to help them prepare for incoming patients, and makes sure the patients are placed in appropriate areas of care.  Scripts can be easily customized to accommodate the patient placement process in each hospital.  The scripts can request information such as the admitting doctor's name, when and how the patient is arriving (ambulance, car, air transport, and so forth), diagnosis, caller's name and phone number, and other vital questions such as if they require special equipment for heart monitoring or dialysis.  Depending on the responses given by the user, built-in branching instantly takes the user to the next appropriate question.

The convenient 1Call Patient Placement application allows users to enter information for new patients, such as name, address, date of birth, and any special needs requirements.  For patients that have been previously admitted, the Patient Placement application interfaces with the hospital's database to display current information.  If necessary, users can update the patient's information, which is also saved to the hospital's database.  When information is entered, the appropriate personnel can be notified via email, fax, pager, or phone, and preparation for the arrival of the patient can begin. 

Patient Placement is one of the many 1Call eCreator applications.  Others include physician referral, appointment taking, appointment reminders, prescription renewal, class registration, and order entry.

For more information on the new 1Call Patient Placement application and the 1Call eCreator system, contact 1Call at 800-356-9148 or email info@1call.com.

Pennsylvania Area Code Overlay Rescinded

The Pennsylvania Public Utility Commission rescinded the plan for an overlay of the 215 and 267 area codes with 445.  The implementation schedule has been halted and the 445 code returned to the pool of available area codes.  The 10-digit dialing protocol will continue for the 215 and 267 area codes.  This information was announced by the North American Numbering Plan Administration (NANPA) on September 24.

Originally announced by the NANPA on July 27, 2000 , the plans for the overlay were deferred on March 8, 2001 , before being formally rescinded this September.  The mandatory 10-digit dialing, which was already in place at the time of the original announcement, will continue unchanged, as the 267 code is already an overlay of the 215 code.

Provided by the North American Numbering Plan Administration.

LiveBridge Receives Award for Hiring the Disabled

LiveBridge, Inc., a global customer interaction services company, received the Oregon Governor's Honor Roll Award for Employers of Persons with Disabilities.  The award is to recognize those organizations that have demonstrated outstanding achievements in improving employment opportunities for people with disabilities.  Organizations chosen to receive this award are considered leaders in hiring policies and training philosophy, ensuring that employees with disabilities are an integral part of company operations.

"We're delighted to receive this honor," said Patrick Hanlin, founder and Chief Executive Officer of LiveBridge.  "We believe our efforts to be a competitive company and a responsible employer are enhanced by recruiting, hiring, and training employees with disabilities."

LiveBridge works closely with the Oregon Commission for the Blind, State Vocational Rehabilitation offices, Department of Human Services, Age, and Disability offices, Oregon Disability Commission, and private organizations such as Oregon Easter Seals, St. Vincent de Paul's, and Goodwill.  The company has created special accommodations including zoom text, Braille keyboards and training materials, guide dog etiquette, workstation modifications, amplified headsets, and scheduling accommodations. 

For additional information about LiveBridge, call 503-652-6000.

Legal Battle Continues Over Wireless BlackBerry Units

The leader in wireless email deployments, Research in Motion (RIM) with its BlackBerry brand, is currently engaged in a legal battle for its ability to continue selling its popular wireless email devices.  The BlackBerry device has been dealt a potential deathblow by a recent court ruling that RIM infringed on several patents held by an organization (NTP) in the U.S.   Enterprises should tread carefully but temporarily continue to deploy the devices until attractive alternatives appear during the next 6-12 months, according to META Group, Inc.

 "However, even without this legal challenge, RIM's BlackBerry devices were not going to be the dominant player, long term," said Jack Gold, Vice President with META Group's Technology Research Services.  "Nevertheless, for the short term (6-12 months), BlackBerry continues to be the best overall solution for enterprises seeking to extend existing email systems to wirelessly enabled users."

Companies that already have a base of BlackBerry users should not seek to replace all the units immediately, because this would be highly disruptive and costly.  BlackBerry remains the best current choice for wireless email delivery to the user base.  However, companies should plan 6-12 months ahead, when many alternatives will be available.  Indeed, organizations should examine replacement strategies regardless of whether RIM wins its appeal, advises the META Group.

"We expect many new and more attractive devices and enterprise server connections to become available within 6-12 months that provide not only for email capability, but also capability for enterprise application extensions," added Gold.  "Enterprises should plan for this change during the next two to three years."

Full-Time Telecommuters Doubled Since 2000

Research indicates that full-time telecommuters, who have no workplace other than a home office, have doubled in number since 2000.  Add to this teleworkers who spend more than 50% of their time working outside an office, and the number becomes staggering.  Enterprises that ensure these workers are provided with appropriate tools and support are able to continue business as usual regardless of circumstance.

"Enterprises must establish guidelines for telecommuters traversing the remote site (home office) and for accommodations while within corporate premises.  This strategy will ensure business continuity regardless of physical location," said Elizabeth Ussher, Vice President with META Group's Technology Research Services.  "Teleworkers in many industries have become an integral part of the workforce [and] their demands are increasingly seen as legitimate and taken into consideration when crafting an IT strategy."

Teleworking policies continue to change as cultures and technologies mature.  Currently, more than 90% of enterprises use dial-up services to support such workers.  However, in many cases, such as call center environments, functionality requirements demand reliable broadband access via cable modems, DSL, and other always-on Internet solutions for the remote station.

Careful Voice Logging Can Stop Suits

For an answering service, the big difference in handling medical accounts is that their business truly is life and death.  In addition, the doctors' practices may depend on how well their answering service keeps records.  Many services, such as Answer Midwest in Alton , , charge a premium for medical accounts.  Gary Tedrick, owner of Answer Midwest, explains that there is more pressure with medical accounts.  "We live in a region with a high number of medical malpractice cases. Many doctors are even leaving the area because malpractice cases have been so high," Tedrick said. 

Voice logging has become very important to help Answer Midwest's clients battle malpractice suits.  "Our Telescan system has done an excellent of job of maintaining call records," he added. "It gives us an edge of the competition."

According to Tedrick, good voice logging has actually stopped malpractice lawsuits on three occasions.  In one instance, they were actually ready to go into court when Answer Midwest brought the lawyers from both sides to their office.

"We were able to prove that the alleged call, which was the basis of the suit, was not made. The suit was dropped on the spot.  It's a great feeling to provide this type of service to your clients," Tedrick said.  Without the records from Answer Midwest, the case may very well have been lost.

Automating Overhead Announcements with Infinity

The 1Call division of Amtelco announced an easier way for hospitals to complete overhead paging announcements.  Many hospitals need to make a number of routine announcements on the overhead paging system throughout the day.  These include announcements when visiting hours are over, when religious services will be held, and paging code calls. 

The 1Call Infinity system allows hospitals to easily prerecord these routine announcements or special codes using Infinity's built-in voice processing module.  This not only ensures that the correct information is given, but also eliminates a repetitive task for operators.  When an announcement is needed, the operator simply presses a key and the announcement is automatically played on the overhead paging system.  A prompt can be scheduled to remind operators to play announcements at a specific time, such as when visiting hours are over.  The 1Call Infinity system interfaces with existing legacy systems at hospitals, giving easy access to overhead paging systems, PBXs, and paging terminals.

For more information on automating overhead announcements with Infinity contact 1Call at 800-356-9148 or email info@1call.com.

Cleveland Clinic Modernizes PC Attendant System

Amcom Software has installed a comprehensive CTI (Computer-Telephony Integration) call center system and related web interface at the Cleveland Clinic in Cleveland , .  The system will be used to process approximately 12,500 calls per day. 

The system links multiple Cleveland Clinic facilities in a single telecommunications network serviced from a central call center.  System components include 22 Amcom CTI attendant workstations, each equipped with a suite of telephony software applications and a Smart Web application for directory information and on-call scheduling via the Intranet. 

Physicians and other authorized individuals will use the Smart Web feature to look up numbers, send pages, and manage on-call schedules via their PCs and hand-held devices.  The interface provides convenient, up-to-date information while reducing traffic on voice-prompted lines.  It also decreases the burden on Cleveland Clinic operators, who no longer need to handle routine requests from people using the Web.

Agents will use PC workstations to route calls, find directory and on-call information, and perform paging, messaging, and faxing.  The system includes interfaces from other corporate programs at the Cleveland Clinic to update call center database files automatically. 

For more information call Amcom at 800-852-8935.

Top 10 Future Email Concerns

As electronic communication vehicles like email, instant messaging, and Web conferencing continue to grow, organizations will need to create a secure and low-cost infrastructure to tackle new challenges.  "During the next four years, email will unquestionably become more deeply entrenched, more valuable, and therefore more critical to the well-being of the organization," said Matt Cain, Vice President with META Group's Technology Research Services.  "By 2007, email priorities will have changed dramatically from existing concerns such as spam blockage and policy enforcement, to a focus on stability and security."

The top 10 email concerns organizations will need to address by 2007 are:

1. Stability: Organizations will upgrade infrastructures to bring system reliability to 100% during business hours.

2. Security/Hygiene: Spam will not go away, but will be controlled via various filtering techniques.  Multiple email hygiene services will handle denial-of-service attacks, mail loops, virus/spam protection, harvest-attack abatement, content blocking, and policy management.

3. Centralization: The centralization movement, coupled with an emphasis on stability and hygiene, will lead organizations to apply data center operational disciplines to email.

4. Encrypted Email: By 2007, a combination of simplified public/private key distribution and rigid policy enforcement will largely resolve this issue.

5. Retention: Organizations will increasingly use a mixture of client/server and gateway-based policy enforcement tools to achieve records management and archival requirements.

6. Mailbox Overload: Mailbox overload issues will be alleviated somewhat by filters and tools, which will help prioritize and categorize incoming email.

7. Mobility: IT groups will continue to be challenged to provide email services to a growing crop of diverse mobile devices.

8. Upgrades: Microsoft will deliver an Exchange version based on SQL Server, representing a major change from the current Web Store database.

9. Rightsizing: Organizations will have a good grasp of email economics by 2007 and will actively drive down costs via centralization and standardization.

10. Knowledge Management: Knowledge management services for email will help users identify in-house expertise, discover existing relevant research, and formulate process best practices.

SDC Announces IntelliSpeech 4

SDC Solutions Inc, a supplier of intelligent PC-based consoles, speech recognition, and enterprise directory solutions, announced Version 4 of its IntelliSpeech call handling solution to provide speech-enabled directory and automated call processing.  IntelliSpeech is a modular, integrated suite of enterprise directory applications consisting of IntelliSpeech, IntelliDesk PC-based operator console, and web-services online enterprise directory. 

Powered by speech application technologies from Newfound Communications, Inc. and Vocalocity, Inc., IntelliSpeech provides a telephone directory database accessible via the spoken word.  Combined with a suite of directory, paging, and messaging applications, it provides services and call processing efficiencies for the calling public, employees, patients, staff, and physicians.  IntelliSpeech provides callers with self-service, allowing them to simply speak the name of a person or department to connect their call, initiate a page, or access a portal of information.  IntelliSpeech eliminates 50-70% of the "routine" calls to operators, allowing them to handle more important tasks and provide a higher level of support to callers who need it. 

Key enhancements and benefits for the latest IntelliSpeech solution include:

• Enhanced systems management and monitoring

• Additional redundancy and fail over

• Enhanced call reporting

• Open standards supported architecture for diverse platform support

• Broader speech recognition support

• Expanded speech grammar management for recognition accuracy

• Standards-based deployments based on VoiceXML and/or SALT

• Can quickly add custom applications or extend web-based applications

"SDC is pleased to announce enhancements to our total call handling solution," said Joe Jarnutowski, President and CEO of SDC.

SDC was established in 1984 and provides speech recognition, custom CTI solutions, and PC-based intelligent consoles with on-line directory services. 

Web Directory, Paging, and On-Call at Orlando Regional Healthcare

When Orlando Regional Healthcare replaced its aging CTI system with an enterprise-level PC attendant console system, it got a new feature that stirred interest throughout the organization: a web interface for users outside the call center.  The application, known as Smart Web, was an instant hit.  Smart Web allows employees to perform their own paging, directory lookups, and on-call scheduling from their individual web browsers.

"Everybody loves Smart Web," says Mike Spencer, Telecommunications Manager, Orlando Regional Healthcare.  "We now have directory lookup and text paging on every desktop in the organization.  As we roll out new PCs to nurse's stations, we're loading Smart Web shortcut as an icon at startup.  It couldn't be easier to access and use."

Smart Web and its related CTI database/operator console system were provided by Amcom Software of , (www.amcomsoft.com).  The web services feature has helped enable the Orlando Regional call center to process an increasing number of calls without hiring additional operators.  More than 60 percent of Orlando Regional's one million annual pages have been offloaded from operators and are now sent directly by physicians and medical staff via IVR and web paging.

Orlando Regional Healthcare is a 1,870-bed, private, not-for-profit organization that was established in 1918.  The hospital system serves more than 540,000 central Florida residents and 4,500 international patients annually.  As a community-owned organization, Orlando Regional reinvests its profits into many one-of-a-kind, specialized services like central Florida 's only Level 1 trauma center and statutory teaching hospital.  U.S. News & World Report ranked Orlando Regional Healthcare as one of the nation's best hospitals and Fortune magazine recognized Orlando Regional as one of the Top 100 Companies to Work for in America. 

BeVocal Introduces Vocare Voice Application Solutions

BeVocal introduced VoCare, a set of voice-enabled application solutions, aimed at telephone service providers.  The company's new offering represents a solution for those enterprises that seek to reduce operational costs by decreasing the extent of live agent interactions or by replacing aging premise-based IVR systems.

Collectively, IVR systems are nearing the end of their lifecycles, forcing contact center managers and IT buyers to decide on whether to invest in new premise-based systems or to look at a new breed of hosted deployments that offer compelling cost savings coupled with improved customer experience.  Two recent reports by Forrester Research and the Zelos Group predict that the market is moving away from premise-based voice deployments and project that hosted voice services are set to permanently outpace their predecessor.

More information about the VoCare application suites can be obtained from sales@bevocal.com or 650-210-8600.

WebRecruiter Named Rising Star by Deloitte & Touche

WebRecruiter LLC has been named a Rising Star in Deloitte & Touche's Technology Fast 50 program for New York .  "WebRecruiter is honored to be recognized by Deloitte & Touche because it validates all of the hard work contributed by WebRecruiter's employees," said Jeffrey Elletson, President and Chief Marketing Officer of WebRecruiter.

WebRecruiter integrates and automates every aspect of the recruitment supply chain from requisition to hire.  The company provides tailored software modules for the recruiters and managers directly involved in the recruitment process.  WebRecruiter also offers specific modules to address recruitment support functions such as compensation and relocation, as well as embedded vendor services including background checks and drug screens.

WebRecruiter's software has been designed to accommodate the unique requirements of each customer, rather than forcing customers to adapt to software inflexibilities.  Obtaining such a high level of configurability is made possible by WebRecruiter's flexible system architecture, thus eliminating the substantial cost and time associated with legacy recruitment management solutions.

For more information about WebRecruiter call 212-422-1300.

Pomona Valley Hospital Medical Center Selects 1Call

Pomona Valley Hospital Medical Center in , has selected the 1Call Infinity system to provide an Intelligent Console Solution and enterprise-wide communications at their facility.  The 1Call Infinity system will integrate to their existing Nortel PBX, as well as their existing Metrocall paging system. 

Pomona Valley Hospital Medical Center will also use Infinity's automated on-call scheduling module, which gives operators and staff instant access to the most current on-call information.  The HL7 (Health Level 7) integration will provide them with up-to-date ADT (Admission, Discharge, Transfer) patient information using Infinity's real-time importer.

Pomona Valley Hospital Medical Center , a 436-bed acute care, not-for-profit, teaching hospital, is nationally recognized as a top 100 hospital.  This facility serves eastern Los Angeles and western counties and is recognized throughout the state and region for outstanding medical care and efficient use of resources.

For more information on the 1Call Infinity system contact 1Call at 800-356-9148 or call info@1call.com.

Amcom Compatible with Siemens HiPath 4000 Switches

Amcom Software announced that it has successfully completed verification testing in Siemens' laboratory environment with the Siemens HiPath 4000 switch and OptiPoint telephone communications platform.  Compatibility with the HiPath 4000 platform reinforces Amcom's policy of switch independence, ensuring that Amcom solutions can be used by call centers regardless of their switch type.  Amcom systems are also compatible with Siemens Hicom, 9751 CBX, and EWSD for Optiset.

Amcom routinely visits the labs of its PBX partners to ensure on-going compatibility.  In addition to the Siemens platforms, Amcom integrates its software with switches from virtually every manufacturer including Avaya, Alcatel, Nortel, NEC, Lucent, Intecom, and Mitel. 

Amcom Software provides complete speech and CTI solutions including directory, on-call scheduling, paging/messaging management, and event notification solutions.  For more information call 800-852-8935.

Vocalocity Announces GUI-Based Development Tool VoiceXML Apps

Vocalocity announced the release of App Center 2.0, a graphical user interface (GUI)-based tool for the development of voice applications.  Designed specifically for solution providers who must meet diverse client requirements, App applications can be migrated effortlessly between VoiceXML and SALT.  App Center's publish capability eliminates vendor lock-in and provides developers with complete access to application code that can be modified directly and executed on the Vocalocity Voice Gateway or other VoiceXML or SALT platforms such as the Microsoft Speech Server. 

App Center's intuitive drag-and-drop capability enables both technical and non-technical users to build customized voice applications.  App Center simplifies the creation and execution of voice applications and shortens the development process. 

"Decoupling dialog development tools from runtime environments provides developers the flexibility they expect from the Internet," said Dan Miller, Senior Analyst at Zelos Group.

"We were able to develop our voice application much faster than we could have using any other tool," added Mark Vedel, Chief Information Officer of ESP Networks.

For more information, call 800-873-4274.

CTPX and Multi-Tech Form Alliance to Provide Telephony Interface Equipment

CTPX Telecommunications, Inc. and Multi-Tech Systems, Inc. announced a technology alliance that uses jointly developed technology to combine CTPX's telephony interface technology with Multi-Tech's embedded product design and VOIP products.  CTPX will supply Multi-Tech its Field Programmable Telephony Interface technology for use in Multi-Tech's SocketSLIC embedded modules and MultiVOIP voice and fax over IP gateways.

Features include a small footprint, on-board battery and ring-generation, remote programmability, field re-configurations, and on-the-fly telephony parameter adjustments.  Currently the product supports 32 different telephony interface port configurations.

"Our arrangement with Multi-Tech combines the strengths of our companies into products that are beneficial to our customers," stated Reinhold Henke, CTO for CTPX.

"This provides the three most popular interfaces needed in communications products along with many others," added Chip Harleman, Vice President of Sales and Marketing for Multi-Tech. "By including the FXS, FXO, and E&M interfaces in one programmable module, our products can eliminate extra models of products that other suppliers cannot.  And beyond these basic interfaces this product also adds DID capabilities."

For more information, contact CTPX Telecommunications at 651-293-0535.  Contact Multi-Tech Systems at 800-328-9717.

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