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

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