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 located throughout our extensive health network"
Telefónica, the world's fourth largest telco, delivered a centralized system using their CosmoCom-powered Contact Center on Demand (CCOD) services with sophisticated natural language IVR (Interactive Voice Response). The result was a custom-tailored solution -- unique to the public health sector -- that manages the whole appointment process. The on-demand model enabled the rapid deployment of the service to all SACYL Health service locations, including unlimited consolidated virtual call center sites as well as remote teleworkers."
Mr. Cruces added, "Feedback has been undoubtedly positive since we launched the new service. Wait times are drastically reduced during peak hours and the efficient handling of self-service calls enables administrative staff to focus on important care tasks - improving efficiency and contributing to a more sustainable health system. The platform has proven very flexible and versatile and we are considering many other applications of the technology to maximize its use.”
“Our partner Telefonica has provided another fine example of how contact center technology is improving healthcare around the world,” said Ari Sonesh, CEO CosmoCom, “The citizens of Castilla y Leon now have a dependable and user friendly system in place for scheduling their healthcare needs."
A more detailed case study is available at http://www.cosmocom.com/CaseStudies/SACYL-Healthcare-CaseStudy.htm
CosmoCom™, the global leader in Contact Center Consolidation 2.0, excels in providing IP contact center platforms for enterprises with the largest and most complex requirements, consolidating multiple locations, onshore, offshore, and home-shore agents, formal and informal agents, captive and outsourced operations, multiple communication channels, and multiple applications. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom technology themselves or by working with a service provider that hosts CosmoCom platforms on a dedicated or shared basis. CosmoCom customers include Fortune-class enterprises throughout the world and service providers such as BT, Deutsche Telekom, Orange Business Services, Telefonica, NTT, Tata, PLDT, Verizon, and many others. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. For more information, please visit http://www.cosmocom.com.
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