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

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!