The healthcare sector is one of the sectors that Unified communication solutions like Jamisi Video Conferencing, instant messaging and the rest can play vital roles in ensuring effective and reliable healthcare services.
When it comes to healthcare, efficient and reliable communication is very crucial and even more in that industry where communications solution has a big effect on the quality and safety of patient care and satisfaction.
It is a reality that today caregiving professionals need to deal with lots of patient records surrounding cases and contexts, so it’s important they access the right information at the right time to avoid patient’s risk. There are many cases in the world where patients have died because of the bad connection with the appropriated medical doctor, or due to the bad information in the wrong context, which it doesn’t provide real-time access between clinicians, and makes it more challenging. And here is when unified communications solutions (UC) emerges to transform the way healthcare operates and server their patients. It can enhance business communication, collaboration, and productivity across the entire organization, that’s why it is very important that healthcare’s establish tools in real time and multiples communications channels, whether connected from their desktops or remote devices for patient care facilities.
Perhaps you might be thinking about how unified communications and digital transformation can benefit healthcare organizations, and here are three reasons why they should implement it now.
1. Save money and save lives.
Unified communications integrate a variety of communications tools and applications such as voice, email, fax, video conferencing, instant messaging and presence into a single platform.
Instead of wasting valuable minutes and putting a patient at risk while trying to track down a doctor, medical practices can use UC to have calls or messages automatically routed to mobile numbers. In fact, it can provide constant access to it all for care providers when they need it most.
2. Collaboration and access information in real time
Unified communications put companies on a single platform, allowing employees to be reached anywhere, from any devices and at any time. It also improves the speed at which information can be shared. Consider in medical, every second count. Today’s caregivers need immediate access to all of a patient’s history so make that patient-specific need can be managed.
3. Better patient care experience
From contact centers to face-to-face interaction, the healthcare field is built on serving people. Hosted unified communications solutions can improve the customer experience by giving healthcare companies better contact center processes, enabling mobility, and making critical staff more accessible.
Unified communications deployment will improve many processes in healthcare organizations most notably improving patient safety and patient outcomes while reducing costs through efficiency.
Jamisi Communications as a specialist in digital transformation has been helping healthcare organizations by implementing unified communications solutions. Our solutions ensure that your vital communications are clear, secure, and reliable.
Since businesses are becoming more customer-centric these days, they do not want to leave any stone unturned in order to provide complete satisfaction to their clients. The quality of call center services provided determine the probability of customers who choose to stick to your brand. This calls for the need to unleash the full potential of contact center services to make an easy pathway towards providing better services to the customers.
Here we have tried to cover some of the best basic features of contact center solution which one must choose for their business.
Below are Must-Have Features of Contact Center Solution
1. Automatic Call Distributor (ACD):
Automatic Call Distributor is considered as the backbone of the call center. Generally, the call centers are flooded with large volumes of incoming calls but ACD helps in organizing things in a systematic manner. This telephony system helps in routing/ dispersing calls to the most suitable agent or the department within the company.
2. Interactive Voice Response (IVR):
You all must have experienced IVR system at some point of time while trying to contact any call center. After the IVR greetings, the customer is given the option to choose the appropriate field in which they need some help. Depending upon the selection, the call is then routed to the most appropriate department or the field.
Speech-enabled IVR such as Text-to-speech and Automatic Speech Recognition are also available for IVR routing.
3. Business Tools Integration:
Here is a way to revamp the idea of call centers altogether by integrating call center software solutions with business tools. CRMs, help desks, marketing software, chat systems, and e-commerce platforms are the most common business tools deployed. With this integration, the call center agent would be able to gather all sorts of information about the customers from purchase history, to voicemail, notes, chat transcripts, etc., in order to offer customized services to the customers.
4. Omni-Channel Contact Center:
The customers today demand receptivity and responsiveness in communicating easily with the contact center agents. Omnichannel contact center solution enables information integration across various channels and takes customer’s experience to an altogether different level. Throughout the entire lifecycle of customer communication, the information keeps on integrating whatever the mode of communication is chosen for the subsequent times, and without the customer having to repeat the details again and again. A consistency is maintained and it offers an organized way of dealing with the customers.
5. Reporting and Monitoring:
A number of variables and real-time dynamics play an indispensably important role in determining the performance and productivity of the contact center. Traditionally, the reports and charts could not help in capturing dynamic information effectively. Therefore, today, contact center managers need interactive tools to analyze dynamic information. Dashboards, information portals, and dynamic visualizations help in giving a quick oversight of business dynamics, making comparisons by examining data, quickly identifying and resolving issues and taking effective business decisions.
6. Contact Center Analytics:
To pave a pathway to success, it is important to analyze and profoundly examine the customer’s behavior and the updated trends and patterns that they follow. For that purpose, the managers must have access to comprehensive metrics including call volume, abandonment time, handle time, First Contact Resolution etc. so they can make data-driven decisions for a measurable impact on the contact center as a whole.
7. Call Recording Feature:
Today, with the increasing emphasis on improving customer service and complying with corporate governance policies, the contact center managers have realized the need to record and analyze customer’s interactions. Furthermore, this dynamic information can be used as business intelligence source to have a thorough customer analysis and also sometimes for legal compliance.
Call recording allows you to live monitor your agents, listen to recordings, conduct quality control, record data for any future dispute resolution and much more.
8. Remote Working Capability:
The remote working is the present and future of workspaces. And, this norm makes communication and collaboration mandatory and more pressing. In fact, the distributed workforce needs to get connected consistently to remain communication intact. A softphone is one such communication tool that has the agile remote working capability and user-friendly interface- that implies no need of knocking at your IT team door. Simply, download it from the web, install it, and use it. One more edge- it can be easily connected, even configured with all settings of your workstation PBX. Yes, use your same contact database, PBX features, and the additional features of a softphone (HD voice/video calls, chat, conferencing call, screen sharing, etc.) on your device.
Resiliency means being able to undergo digital transformation while protecting your business from interruptions. The process of technological change is risky, but your company needs to evolve to stay competitive.
Your business can’t afford to lose production time or jeopardize mission-critical data because vulnerabilities have been introduced into your systems. Information Technology Consulting (ITIC) found that a single hour of downtime cost 98% of companies $100,000 or more. Despite the potential economic impact of downtime, a shocking 72% of companies admit they can’t meet data protection requirements.
Resiliency is within the reach of every organization. Most technology savvy businesses are already leveraging the cloud. The cloud protects data and helps companies maintain seamless business continuity by keeping infrastructure current, providing data protection, and giving them an ally in the fight against business interruptions.
Here’s a closer look at ways that cloud promotes resiliency:
1) Keeping Your Company Current
Best in class cloud platforms are inherently up-to-date. The cloud provider ensures that patches and upgrades are installed at the hypervisor level and below.
Having a current and fully patched infrastructure prevents cybercriminals from exploiting vulnerabilities to infiltrate your company’s systems, where they can steal and compromise data or even shut down production. An updated cloud infrastructure also reduces the chance that there will be a system failure that would result in unplanned downtime.
Working with a cloud provider takes the burden of performing upgrades and patches off your company’s IT team while still guaranteeing that systems are not left vulnerable.
2) Supporting Data Protection
Backup and disaster recovery are much easier to accomplish in the cloud. Cloud makes it possible for organizations to achieve levels of resiliency that were out of reach in the past because of cost and complexity.
Hybrid cloud offers public and private cloud environments that are orchestrated for synchronized backups. Synchronized backups reduce recovery point objectives (RPOs), lessening the amount of data loss. With hybrid cloud, the on-premises environment can instantly fail over to the public cloud, reducing recovery time objectives (RTOs).
Cloud allows companies to provision backup resources while avoiding capital expenses. A backup environment can be paid for at a predictable monthly rate. The cloud resources can easily be scaled up or down to meet changing backup capacity needs.
3) Reducing Risk
Companies that use cloud gain a partner in their pursuit of resiliency: their cloud provider. A trusted cloud provider and partner can map out ways to reduce risks and create a cloud strategy that will enhance your resiliency.
A cloud provider that takes a consultative approach will work closely with your company to assess your risk profile and then recommend the right cloud services and solutions that will promote resiliency. An ideal cloud provider will offer backup and recovery services and disaster recovery-as-a-service.
A Resilient Partnership
When choosing a cloud provider, consider the ways it can contribute to the resiliency of your business. Look for backup and recovery offerings, as well as disaster recovery capabilities, that ensure your company stays up and running even after a traumatic incident.
Jamisi Communications offers cloud services and solutions with a focus on resiliency. Our cloud solutions deliver the geographical redundancy needed to recover data after breaches, equipment failure, or natural disasters.
The desk phone has gone through many changes over the years, evolving from rotary dials to push buttons to touchscreens. But are business desk phones a communications relic or do they still have a role in your enterprise communications environment? The answer, as any good consultant would say, is it depends.
Research has tracked endpoint adoption trends for the last several years. The company’s 2018 unified communications (UC) and collaboration study gathered data from more than 600 organizations with endpoint deployments ranging from 15 to more than 50,000 devices. The results are clear: The desktop phone is under assault, but it’s not dead yet.
For example, 27% of organizations plan to increase desk phone deployments by the end of 2020, compared to 24% that plan to reduce them. The percentage of organizations increasing desk phone deployments is smaller than those increasing softphones and mobile UC client deployments, but it’s still significant. For many organizations, the reality is business desk phones still represent an integral part of their UC and collaboration environments. Let your specific requirements, and not market hype, guide your decision-making as you make your future phone plans.
While the handset is not dead, its role is certainly changing. Participants in the research noted several different ways they are now using or plan to use business desk phones.
- Adjunct to a mobile UC client. Some organizations are deploying business desk phones that connect to a PC via USB, with the PC running its own instance of a UC client or a phone that is Ethernet-based and controlled by the desktop UC client. The desk phone functions primarily as a speakerphone to enable users to join meetings or dial from corporate directories with one click.
- Open-area deployments. Desk phones in open areas support guest access and security in locations including college dormitories, office hallways, and reception or break rooms.
- Vertical applications. These applications include desk phones in hotel rooms, nurse stations, or other environments that require the delivery of dedicated applications. For example, a hotel could provision a desk phone with a touchscreen to enable a guest to order room service or make reservations. The hotel could customize the phone’s screen based on the guest’s status and past purchase behavior.
- Simple communication needs. Let’s face it, not everyone requires a team collaboration app, multi-line instance, or the option to join meetings with one click from their phone. Retail branches and small offices may only need voice communication. As such, the plain old desk phone may still be the ideal user interface.
Should you plan for a future without desk phones? Possibly. Is the desk phone dead? Definitely not.
Successful deployment strategies are always based on providing user experiences that align with user needs. You should not force individuals to use a tool they do not want, a tool that does not align with their work style or a tool that complicates their ability to communicate.
For a large and growing segment of the workforce, the desk phone does indeed represent a relic of a different time. But, for many others, the desk phone still meets the need for simplicity, quality, and ease of use. Let your specific requirements, and not market hype, guide your decision-making as you make your future phone plans.