Community Behavioral Health in Philadelphia announced that their contact center has achieved consistently strong results using operator console and speech recognition solutions. The operator group provides the first line of contact for 350,000 local Medicaid recipients seeking assistance with coordinating behavioral and mental healthcare.
“We’ve been cited by the federal government for excellence in providing behavioral health services, and we’re very proud of that,” said Marilyn Nicoletti, assistant director of administrative management/telecommunications manager, Community Behavioral Health. “Our ability to assist callers quickly is a key component of this. Our operator staff is happy because the Amcom system provides them the ability to quickly access all the information they need.”
“Managing a contact center on a 24/7/365 basis is very much an art – one that requires a good balance of the right technology solutions and a well-trained and knowledgeable staff,” said Chris Heim, president, Amcom Software. “We’re so pleased that Community Behavioral Health has succeeded in its mission to provide high-quality services for its community year after year using our solutions as the communications backbone.”