Medical Call Center Industry News

June 2005

Porter Slashes Page Completion Time

Porter, a multi-facility health system with more than 300 physicians, serves the population of northern Indiana .  Long hold times, the inability to reproduce accurate page logs, and a need to keep information up-to-date in real-time were three reasons that Porter chose the Amcom Software's Smart Console system for its switchboard operators.

Since implementing the new system, which incorporates protocols to send and log pages, Porter has reduced its paging processing time by 17 seconds per page, a 61 percent improvement.  It has also reduced keystrokes and eliminated the need for paper logs.

"Our goal was to maximize call and paging efficiency by automating operator tasks and integrating directory information," said Lorie Leonard, Manager of Communications at Porter.  "Paging automation was a vital feature that Amcom brought to the table."

Processing the page requests more efficiently allows Porter operators to answer other calls waiting in the queue more quickly.  With the new system, pages are automatically time and date stamped and stored in the user's profile.  These logs are accurate and easily accessible from the system, unlike the old process of paper and pen logs.

For more information about Amcom Software's attendant console and paging management systems, call 800-852-8935.

Telescan Announces Spectrum Data Saver

Telescan's latest innovation to make telemessaging businesses more successful is the Spectrum Data Saver.  It provides offsite, secure storage for all your call center's data.  Spectrum Data Saver subscribers can access the storage program through Telescan's website.  All data from their business will be stored in two secure remote locations, retrievable whenever necessary.

"If there is anything we learned from the last two years," said Nicholas Naimo, Telescan's Director of Business Relations/Operations, "is that disaster can strike anyone anywhere without a moment's notice.  Even the best prepared call center could lose everything in a heartbeat.  [But] they will be able to continue operation within hours at our remote location. We will not only have all their data stored so they can continue to function, but we can even provide staff at our location to continue their service, uninterrupted.  This provides more security than any insurance."

The cost of the new Spectrum Data Saver Program for Telescan users in their Customer Support Program will be a small set up fee, plus a monthly charge based on the amount of data to be stored.  The service is also available to non-Telescan users.

For more information, call Telescan at 800-770-7662.

Dictaphone to Sell CRS Business to Nice; Will Focus on Healthcare

Dictaphone Corporation signed a definitive agreement with Nice Systems under which Nice will acquire the assets of Dictaphone's Communication Recording Systems (CRS) business for $38.5 million.  Dictaphone's sale of the CRS unit is part of its strategy to create a company focused principally on the healthcare information technology market.  Dictaphone's Healthcare Solutions Group deploys dictation, transcription, and speech recognition software systems.

"We have experienced strong growth and developed an industry leading product portfolio based on speech recognition and natural language processing technologies in our healthcare business," said Rob Schwager, Chairman and CEO of Dictaphone Corporation. "Seeing the tremendous opportunity in the healthcare IT market, we determined that this was an appropriate time to focus mainly on our healthcare business." 

The boards of both companies have unanimously approved the transaction, which is expected to close by the end of the second quarter of 2005, subject to certain closing conditions.  Dictaphone will retain its Integrated Voice Systems and other business units.

Employee Education, Intranets Pivotal in Shift to Consumer-Directed Health Care

As more U.S. companies embrace health care consumerism to combat rising costs, they are placing far more emphasis on employee education and the technologies that facilitate better employee decision making, according to experts and research from Watson Wyatt Worldwide.  A recent survey of large employers by Watson Wyatt and the National Business Group on Health shows a sharp increase in the number of companies providing detailed information to help employees become better health care consumers:  

"Not only are companies providing more health care information to workers, they are changing how they provide that information," said Tripp.  "While traditional print communication is still important, company portals have become the health care information hub for workers at many large employers.  And these portals, especially when supported by useful tools, can be very effective.  Workers who access health plan information from their employers' intranets have a better understanding of health care costs and available services."

With the advent of health savings accounts (HSAs), employees also have a far greater need for sophisticated financial analyses of their health plan choices.   "The shift to consumer-directed health care won't be easy, but is a process that can be managed," Tripp added "and the Web can deliver that."

Infinity's Dynamic Linking

Simplifying the process of handling all types of medical calls and eliminating errors is vital to healthcare call centers.  It was with this in mind that the 1Call Division of Amtelco announced Infinity's dynamic linking technology. 

Using Dynamic Linking, Infinity automates many of the tasks traditionally performed manually by agents, such as linking a message to a directory, info page, on-call schedule, external database, eCreator script, or website.  In essence, dynamic linking eliminates guesswork for call center agents by instantly providing the information needed to professionally handle each call.  Considering the wide variety of calls healthcare call center staff are presented with - everything from calls about a child with an earache, to wanting to schedule an appointment, to trying to find a new doctor - Infinity's dynamic linking is a powerful tool.  Applications for dynamic linking include streamlining the processing of code calls, 911 calls, updating member information, physician messaging, and Infinity and eCreator integration.

Dynamic linking is designed to save time, increase accuracy, and improve communications by providing streamlined access to information throughout healthcare organizations.  Dynamic linking is available with Infinity software version 5.3.

For more information, contact 1Call at 800-356-9148 or email info@1call.com. 

Projectix Healthcare to Address Healthcare Recruiting Challenges

Recruiternet, Inc., provider of the Projectix integrated applicant tracking system, launched Projectix Healthcare, an applicant tracking and talent management solution that helps healthcare facilities compete for highly desired healthcare workers by improving sourcing methods and streamlining recruiting processes.  Healthcare facilities face a severe shortage of healthcare workers, coupled with an exponentially rising demand: The U.S. Bureau of Labor Statistics forecasts the demand for healthcare workers will exceed 14.5 million by 2012, with the demand for registered nurses anticipated to increase 27 percent by 2012. In order to compete, healthcare facilities must improve their ability to source and attract candidates, and must modernize their recruiting workflow processes.

"Healthcare organizations must be extremely aggressive in order to attract, hire, and retain candidates in this ultra-competitive market," said Robert Neveu, President of Recruiternet.  "Projectix Healthcare helps healthcare facilities maximize sourcing potential and improve their workflow processes so that they can find more candidates, and act quickly when they become available."

Projectix Healthcare tailors its applicant tracking and talent management solution specifically to address the concerns of the healthcare market. 

The Anton Press Publishes its Book about Speech Recognition

Dr. Jon Anton and G. P. Paul Kowal have co-authored the timely new book entitled, "Enabling IVR Self-Service with Speech Recognition."  It seems that everyone is talking about speech recognition and its many applications.  However, most contact centers are still on the sidelines.  This book reports on actual case studies where speech recognitions has been successful applied to enable self-service through the IVR and covers:

• the major players,

• determine the best applications for speech recognition,

• what results to expect,

• success stories, and

• finding the best ROI.

This book is the 20th title for the Anton Press, which publishes books about the thriving customer service call center and e-business center industry.  The Anton Press is a division of BenchmarkPortal, Inc.

Dr. Jon Anton is a world renowned expert in call center performance and best practices.  He has authored 24 books and is the director of benchmark research at Purdue University 's Center for Customer-Driven Quality.  Paul Kowal is founder and President of Kowal & Associates, Inc., a customer service consulting firm.

Order your copy at 805-614-0123 x21.

Telescan Updates Website

Telescan recently introduced a new, updated website to stay in step with a barrage of recent product updates and new programs.  The additions to the new site include Telescan's Customer Support Program, Tech Updates, user manuals, the new Spectrum Data Saver Program, and user testimonials.    

"Telescan is committed to making information on our systems as easy as possible to access," said Robert Riggs, Jr., Telescan's Director.  "We are constantly looking for better ways to offer this information and keep our users updated on our constant stream of new product developments.  Making more information available through our website helps us serve our customers better and provide more information to the telephone answering service market."

Call Telescan at 800-770-7662 for more information.

Ten for One Desktop Solution Cuts Computing Costs in Call Centers

Userful, a desktop Linux company, introduced Desktop Multiplier, a software product that turns one computer into ten.  Using extra video cards in an ordinary computer box, this software makes deploying or expanding call centers as simple as plugging in ten ordinary monitors and keyboards into the single central computer box, giving call centers a ten-to-one advantage on their desktop computers using familiar and flexible PC hardware.

"Many call centers are investigating blade PCs or thin-clients as a means of reducing TCO," stated Tim Griffin, President of Userful.  "Userful offers better performance at a fraction of the complexity and cost.  It's built on an open platform using affordable and familiar standard PC hardware and the powerful Linux Desktop."

By consolidating hardware, software, and maintenance costs by as much as ten to one, Userful's Desktop Multiplier creates dramatic total cost of ownership (TCO) savings.   Other benefits include the flexibility to quickly grow, scale existing networks, the dependability of a virus-immune Linux platform, and reducing an organization's power, air conditioning, and computer disposal costs.

For more information about Userful and Desktop Multiplier, call 866-873-7385.

Vocada Awarded Patent for Merging Voice Messaging and Data

Vocada, Inc. has been awarded a U.S. patent on a broad-based technology and methodology that bridges voice messaging and data systems in a way that allows for categorization, archiving, retrieval, and interaction of voice messages with today's Internet-based data platforms.  Vocada's patented technology is covered under US Patent 6,778,644, and specifically protects Vocada's unique ability to create categorized voice messages and enable those messages to interact with data-oriented systems such as an electronic medical records system or a customer relationship management application.

The first commercial application of the technology, Vocada's VoiceLink™, uses the core intellectual property covered in the patent.  Vocada's VoiceLink helps eliminate the communications delays, errors, and breakdowns that plague hospitals and large clinics.  A number of leading U.S. hospitals are currently utilizing the VoiceLink system to enhance patient safety and improve physician productivity.

Vocada offers VoiceLink as a hosted solution that can be accessed from any telephone or Internet-connected web browser.  The hospital or clinic pays a monthly service fee for VoiceLink, which enables its physicians to use the system.

Vocada Inc. is a Dallas-based firm that has created medical communications system for critical patient findings.

STI Acquires India-based Symphony Data

STI Knowledge (STI) announced it has acquired Symphony Data, an India-based business process outsourcing (BPO) company with offices in .  The acquisition is integral to STI's strategy and enables the Atlanta-based provider of BPO services to offer healthcare administration, claims processing, customer interaction, technical help desk, and other vertical industries' knowledge-based services through a blended-shore delivery model.  By combining forces with Symphony Data, STI can offer on-site, off-site (on-shore) and now, off-shore BPO services, providing more delivery options to accommodate all customer needs and budgets.

"This acquisition is a key strategic initiative for STI Knowledge," said Satish Sanan, STI Executive Chairman, President and Chief Executive Officer. "We are focused on improving our customers' business performance and profitability.  Offering an off-shore option is a significant step in delivering on that vision, and helps us proactively meet demand for quality BPO services for the benefit of our growing client base in this increasingly important market space."

Ram Davaloor, currently the Chief Operating Officer of Symphony, will join STI Knowledge as a member of their executive management team.  "We are extremely pleased to be part of STI."

Montgomery General Selects Beryl for Physician Referral

Montgomery General Hospital has selected The Beryl Companies as it outsourced partner to manager its physician referral services.  The 191-bed general acute-care not-for-profit hospital serves communities in the greater Baltimore and , D.C. metro areas of Montgomery,

"More than 200 residents of our service area call us every month for information about the physicians that practice at Montgomery General," says Lynne Myers, Vice President for Planning, Marketing, and Business Development.  "As part of our commitment to improving the health of the communities we serve, we are determined to enhance our physician referral service through customer-focused, customer-friendly assistance.  Beryl is recognized for industry-leading service and dedication to meeting customer needs.  We look forward to working with them in this important partnership."