Case Study: Unattended Dialling

UNATTENDED DIALLING

U.S. Medical Organisation Improves Patient Appointment Process with Proactive Outbound Dialling from Noetica

Noetica, developing software products for the global contact centre market, announced that a medical organisation in the U.S. has deployed its SmartBound™ solution. Taking advantage of its unattended dialling capabilities the organisation has improved the productivity of its contact centre agents, whilst delivering a better customer experience to its patients, by automating the process of scheduling appointments with clinicians at its medical centres.

Noetica’s unattended dialling (otherwise known as voice broadcasting, or outbound IVR calling) is integrated with the organisations existing Mitel telephony system (Noetica is a branded Mitel OEM solution provider and a Platinum Preferred MSA Partner). It enables patients to be automatically dialled and played a pre-recorded message upon connection.

For example, this may be a reminder or notification of an appointment. Should the patient wish to speak to a representative they are able to use an Interactive Voice Response (IVR) system to connect them to a live agent. Any calls that are not connected are recycled and rescheduled for a later date.

“Unattended dialling provides a responsible and powerful technique for organisations to streamline what would otherwise be a time and resource consuming manual process.”

Steven Brooks, Chief Commercial Officer, Noetica.

Brooks adds: “With our solution it is quick and easy to load call data into the dialler and from there the whole process is fully automated, reducing the time taken to complete the daily calls from hours to minutes.”

Using SmartBound™ in this way is enabling agents to be more effective, by automating tasks that do not require their skills and time, it frees them to focus more attention on supporting those patients that do require one-to-one service.

Brooks concludes: “The organisation provides care to a lot of patients across its multiple medical centres and an efficient appointment process is vital, as it helps to optimise the diaries of clinicians. As a result the impact of the new solution is being felt not only in the contact centre but the wider operation.”