Contact Center Solutions Featured Article

hc1.com and Interactive Intelligence Partner to Improve Operational and Service Efficiency of Medical Labs

December 04, 2012

hc1.com recently announced a strategic partnership with Interactive Intelligence (News - Alert), a provider of unified IP business communications solutions. Under the terms of the partnership, both companies will align their resources to help enhance the operational and service efficiency of medical laboratory customer service centers.

In a statement, Brad Bostic, chairman and CEO of hc1.com, said that, “In today’s environment of shrinking reimbursements and increasing competition, it has never been more essential for labs to increase operational efficiency while improving service levels. The quality and speed of each customer interaction has a direct impact upon the lab’s overall success. By combining hc1.com’s robust healthcare CRM capabilities with Interactive Intelligence’s contact center solutions, labs are able to quickly intercept client needs while seamlessly viewing a complete history of the relationship.”

The partnership will lead to an integration between hc1’s Software-as-a-Service (SaaS (News - Alert)) healthcare customer relationship management (CRM) capabilities, designed to provide labs with a complete view of all business and clinical activities of each provider, and the advanced contact center solutions from Interactive Intelligence.

Roger Reeves, Territory Manager of Interactive Intelligence, said that, “Interactive Intelligence enables contact centers to take a highly personalized approach to customer care. The Interactive Intelligence hc1 App provides lab staff with the intelligence and tools necessary to better anticipate and exceed customer expectations.”

One of the major challenges that medical laboratories face pertains to having timely access to the huge number of data covering sales, service, and operations, within various systems. hc1.com and G2 (News - Alert) Intelligence, which recently carried out a survey, found that more than 50 percent of respondents had to log into four to six different systems if they wanted to access the information required to do their jobs.

The joint solution will now ensure that all client activities are bundled into one centralized view of each provider which can be accessed immediately, thereby driving both operational and level of service.

Interactive Intelligence is a Platinum-level sponsor of ITEXPO Miami 2013. Taking place Jan. 29-Feb 1 in Miami, Florida, ITEXPO (News - Alert) is the world’s premier IP communications event. Visit Interactive Intelligence in booth #409. For more information on ITEXPO, click here.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!