Efficient telephony management in a hospital

How hospitals improve their efficiency and benefit from modern voice portals like the Clarity Contact Manager.

Hospitals receive thousands of calls on daily basis. Some of these are incoming calls from patient’s friends and family members. Other callers want to contact a specific department or certain doctors. Additionally there are calls to hospital administration from suppliers and business partners. Such situation is quite demanding for telephony management in clinics, especially for telephone exchange personnel. As a matter of fact, callers expect to be put through to a right contact person in no time. Unfortunately, hospitals sometimes fail to do so due to variable call quantity, especially during the peak time, which leads to irritating waiting periods when callers get put on hold. This is especially true for small clinics or hospitals with understaffed telephone exchange.

However, when using a virtual voice portal like the Clarity Contact Manager it is possible to eliminate waiting times caused by putting callers on hold and to generally reduce the costs spent on phone operators. That is because of automation of telephone exchange with the Clarity Contact Manager. Callers tell the voice controlled application from Clarity to be put through to a certain doctor or to a specific department like children’s medical unit, for example. Thanks to modern voice recognition the process of assigning callers to desired contacts works smoothly and trouble-free. Telephone exchange staff is engaged only when putting the calls through to patients, or in rare cases when the Contact Manager is not able to match the name of the department.

Both hospitals and callers benefit from the telephony automation. Hospitals saves money on dial switching, eventually a considerable part of voice calls is handled automatically. Callers are put through to desired contacts much faster without waiting times. That is mainly because the Clarity Contact Manager handles in parallel far more connections than a traditional telephone exchange. Furthermore, the system also improves the personnel’s availability. Doctors and clinic managers for example, become always available by seamlessly forwarding their calls to their mobile phones, without having to reveal their mobile numbers to the public. All of the parameters like: responsibilities, attendance times, times of absence, mobile numbers, and substitution arrangements can be easily stored on the system, so the phone calls get put through always correctly.

Thanks to the Clarity Contact Manager the management of hospital’s telephony gets significantly better and the costs of telephone exchange get reduced. This way the speech software from Clarity AG contributes to the growth of hospital’s efficiency to stand its ground on the highly competitive healthcare sector.

 

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