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CosmoCom Technology Helps Unify Public Health Services in Spain
Date:5/12/2010

On-Demand Contact Center with Natural Language IVR Powers Innovative Healthcare Scheduling Solution

Melville, NY (PRWEB) May 12, 2010 -- CosmoCom, a global leader in Unified Customer Communications, announced that SACYL, the umbrella organization responsible for public health service in northwest Spain, has implemented a CosmoCom-powered custom contact center solution from Telefonica. The solution has enabled SACYL to unify customer communications among the public health service systems and provide user-friendly 24x7 appointment services with automated and live attendants serving the more than 2.5 million inhabitants of the Castilla y León (CyL) region.

SACYL manages 14 hospitals, 241 health centers and 3,650 local clinics spread across its territory, and its appointment service receives approximately 20 million calls per year. Castilla y León has a high percentage of elderly people, spread out over a vast but sparsely populated area. This creates unique healthcare access challenges throughout the autonomous communities of the region.

“Before implementing the new contact center solution, our citizens complained about long waits and difficulty when trying to arrange medical appointments by phone,” said Jesús García Cruces, Director General of Health Development, SACYL, "Improving accessibility to primary care for our citizens became our first and foremost mission. We developed an e-health strategy including use of ICT (Information and Communications Technology) to improve care and enable citizens to easily manage their health care appointments, 24 x7, through both an automated speech-enabled system as well as intelligently routed interactions with live attendants lo
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