Medical Call Center Industry News

December 2005

Mercom Introduces Audiolog 3.3 Recording Solution

Mercom announced Audiolog Call Recording Server Release 3.3.  Version 3.3 emphasizes security and reporting enhancements. With this release, Mercom continues its call recording and quality monitoring solutions with upward compatibility and scalability.  Mercom's development philosophy guarantees customers a versatile, fully featured audio recording system with low total cost of ownership.

Audiolog 3.3 has been enhanced to run on Windows XP Professional SP2 and 2003 Server systems, availing itself to inherent Windows security and Windows Groups in login. With version 3.3, Audiolog continues to be cross-compatible regardless of application and allows customers to benefit from a seamless upgrade on an established platform.

Even in non-CTI environments, true searches by agent ID can be performed, and free-seating for any size enterprise is simplified and manageable.  Selective archiving and deletion can be based upon agent name.  For added security, recordings can be automatically deleted via Department of Defense-compliant standards.  "In today's world of HIPAA and related security and privacy concerns, one of the strongest features of Audiolog 3.3 is the ability to positively guard access to sensitive data," said Bob Jagendorf, Audiolog Sales and Marketing Director.

Springfield Clinic Selects Amcom

Amcom Software will provide a comprehensive call center and on-call scheduling system for Springfield Clinic in Springfield, IL.  Amcom's Smart Console™ system and Smart Web™ self-service interface will be used to process thousands of calls per day at Springfield Clinic while allowing employees to access and update on-call and other information via the web.

The Amcom Smart Console system, which includes operator workstations and a suite of telephony software applications, will link multiple Springfield Clinic facilities in a single telecommunications network serviced from a central call center.  The Amcom workstations will help operators quickly route calls, and find directory or on-call information while performing paging, messaging, and faxing.

The Smart Web on-call scheduling tool will enable physicians and other authorized users to look up and manage on-call schedules via their PCs or hand-held devices.  Other Smart Web applications at Springfield Clinic will include directory information searching, paging activation, and scrolling rosters.

For more information about Amcom Software console and on-call solutions, call 800-852-8935.

Poll Shows U.S. Adults Favor Medical Technologies in Their Doctor's Office

A Wall Street Journal Online/Harris Interactive Health-Care Poll shows that while only a minority of U.S. adults have experience with new medical technologies such as electronic medical records and digital imaging equipment in their doctor's office, vast majorities are in favor of having their doctors adopt new technologies in their practices.  Furthermore, a large number of adults believe new medical technologies will either reduce the costs of medical care or are worth the investment because they will improve the quality of care.  Key findings include:

• Relatively small numbers of U.S. adults report that their doctor has ever used some new technologies for them or a member of their family during a doctor visit or to provide or discuss follow-up treatment.

• At least three-quarters of adults favor having their doctors use new technologies when caring for them or their family members. 

• Considerable support exists for new technology being developed to capture characteristics of a human's internal anatomy. 

• The majority of adults believe new medical technologies provide value.

Announcing Customer Appointment Manager 2.0

A new electronic appointment book, Customer Appointment Manager 2.0, has been released by Atlas Business Solutions.  This new solution enables businesses to schedule and manage appointments more efficiently.  Whether scheduling a one-time appointment or repeat appointments, Customer Appointment Manager allows users to book patient appointments in seconds, add or locate patients, find available appointment times, and manage waiting lists.

The product has several features including email appointment reminders and customized letters, streamlining customer communications.  Six different reports provide greater insights into scheduling trends and customer history.  Users can export or print the appointment calendar and reports in various formats, such as PDF, Microsoft Word, Microsoft Excel, or HTML.

Pricing for Customer Appointment Manager starts at $299 for a single-user license.  Multi-user versions start at $399 for a 2-user license and the cost per additional user is $100.

Contact Atlas Business Solutions at 800-874-8801.

WRB Communications Announces Staff Changes

WRB Communications, Inc., a contact center for the pharmaceutical, biotechnology, and medical device industries, announced that Marianne Webdell has joined WRB's business development team.  Ms. Webdell has joined WRB as the National Sales Manager to establish new business relationships and expanded strategic business development plans.

Prior to joining WRB, Ms. Webdell was the National Account Manager for Wolters Kluwer Health, a global leader in information for health, pharmaceutical, and medical professionals.  Previously, she led the business development initiatives for a leading pharmacy software consulting firm.

Additionally, WRB announced the promotion of Denise Dixon to Vice President of Marketing and Sales.  She will have the primary responsibility of leading strategic marketing initiatives and client development across all markets.

"Ms. Dixon has been a key part of our growth this past year and in providing comprehensive contact center solutions to our clients," said Sylvia Williams, President.  Ms. Dixon is an active member of the Drug Information Association (DIA) and Healthcare Businesswomen's Association (HBA).

For more information, contact WRB Communications at 703-449-0520.

Survey Says Technology Problems Regularly Impact Productivity

Empirix® Inc., announced the results of their recent call center survey.  The survey focused on the impact that technology has on contact center efficiency and quality of service.  Survey findings included:

• When asked how often technology problems negatively impact agents or the caller experience, four out of five answered "often" or "sometimes."

• Fourteen percent reported missing key performance indicators (KPI) every day, and 32 percent - nearly one in three - reported missing KPI goals at least once a week.

• Sixty percent believe that technology problems are the primary cause of not meeting KPI goals.

• Fifty percent are first notified of technology problems by callers.

"The data clearly show that technology problems have a major impact on overall contact center productivity," said Frank Moreno, Director of Product Marketing at Empirix.  "Most contact centers apply substantial resources toward ensuring the quality of live agent interactions, but relatively few have taken the steps to ensure the quality of the automated systems that support those agents and callers."

Medfone Chosen by NY University College of Dentistry

Wantagh, NY-based Medfone, Inc., has been selected by the New York University College of Dentistry to manage their call overflow, after hours calls, and appointment scheduling responsibilities. This program will provide appointment scheduling for new patient admissions and remote switchboard services on an overflow basis.

"Being selected to serve the New York University College of Dentistry, the nation's largest dental school, is a tremendous acknowledgement of the outstanding capabilities that Medfone offers our clients," said Medfone President and COO, Jay Moses.   "We look forward to helping NYUCD continue to provide outstanding service to their patients."

NAEO Members Launch Numerous Katrina Relief Efforts

In the wake devastation left by Hurricane Katrina, the National Amtelco Equipment Owners (NAEO) group stepped up to offer assistance for the Gulf Coast area and the many teleservice employees left jobless.  NAEO has gone far beyond their "Members Helping Members" slogan.

According to Marci Imes, NAEO President, "As an industry, we immediately recognized that many call center staff members were impacted by Katrina, and we needed to find a way to help those who have helped so many over the years."

Betty Bouchie, the NAEO Operator Relief Fund Coordinator, created a list of teleservice companies able to employ displaced agents, both near the Gulf Coast area, as well as further away.  According to Bouchie, "We have a number of call centers who have offered to re-locate agents, often including housing as well as a paycheck, while the details of their new lives can be planned.  We have a team working closely to contact and locate call centers in the area.  We hope to reach as many call center workers as possible."

Telescan Rolls Out Navigator, Free-Form Message Tickets

Telescan's Spectrum Navigator adds customized information screens for each account.  These customized screens may also be programmed with imbedded commands.  The pre-programmed commands make agents more efficient and reduce the risk of errors, making it easier to handle complex accounts.  The feature gives agents point-and-click access to client information screens, copy messages from one account to another, select multiple message templates, retrieve on-call information, and speed dial phone numbers.

Also, Telescan introduced customized free-form message tickets, which allow answering services to customize a message ticket of each account.  The free-form tickets can be a single page or contain multiple pages.  They also support editing capabilities such as inserting and overwriting text.  Customized message tickets can contain an embedded code to track the usage of that message ticket.

Custom message tickets can be used for a specific account or several accounts can share the same form.  Field attributes can be highlighted and configured as: required (text must be entered), must-fill (a specific number of characters are required), numeric-only (numerals must be entered), and mixed-case (allows both upper and lower case).

To find out more, call 800-770-7662.