home healthcare industry case study€¦ · case study convergeone and ini were given a very short...
TRANSCRIPT
CASE STUDY
ConvergeOne and INI were given a very short timetable to implement the new speech enabled IVR solution. The project kicked off in January and was fully implemented in April.
The home health care products and services provider determined that the new solution must include the ability for callers to create a unique PIN, re-order home health supplies and provide insurance verification without talking to a live agent. The test results had to be updated weekly for each patient in a backend database to enable accurate patient history.
LUMENVOX SPEECH TECHNOLOGY AND HOME HEALTH CARE PRODUCTS AND SERVICES PROVIDER IMPLEMENT AVAYA-BASED IVR SOLUTION FOR TEST RESULTS
THE CHALLENGE
Home Healthcare Industry
www.LumenVox.com
A large North American provider of home health care services and products wanted to find a way to make it easier for elderly patients to submit their weekly blood clotting test results. Patient and home health care callers were having difficulty keying in patient identification information using the existing touchtone application and experiencing lengthy wait times while waiting for connection to customer support staff for assistance.
A North American provider of home health care services and products
END USER
ConvergeOneInteractive Northwest (INI)
INTEGRATION PARTNERS
Avaya Aura® Experience Portal (AAEP)
PLATFORM
LumenVox and the LumenVox logo are either trademarks or
registered trademarks of The LumenVox Corporation and are
registered in the United States. All other trademarks are the
property of their respective owners. © 2019 The LumenVox
Corporation. All Rights Reserved.
10-18A
WANT TO LEARN MORE?
WWW.LUMENVOX.COM
US: 591 Camino De La Reina,
Suite 1040, San Diego, CA 92108
EU: Hofmannstr. 25-27
D-81379, Munich, Germany
EMAILUS: +1 858 - 707 - 7700
JUST SAY “SALES”
EU: +49 (89) 127 16 0
PHONE
Gained from reduced call waiting times.
THE SOLUTION & RESULTS
To fulfill all of the requirements, LumenVox partners ConvergeOne and Interactive Northwest (INI) implemented LumenVox Speech Recognition (ASR) and LumenVox Text-to-Speech (TTS) on the Avaya Aura® Experience Portal (AAEP) interactive voice response (IVR) platform.
Payback on the investment was achieved in 6 months by the medical services provider, resulting in cost reduction from the reduced call waiting and live agent handling times. The customer has reported an increase in customer satisfaction metrics for patients and home health care workers utilizing the system.
SUBSTANTIAL COST SAVINGS
The new speech-enabled IVR system, which supports English and Spanish speaking callers, gives callers the ability to speak naturally and avoid long wait times they had previously experienced.
REDUCED CALL WAIT TIMES
And overall satisfaction with the home health care services and products provider.
IMPROVED CUSTOMER EXPERIENCE
DEPLOYED IN UNDER 4 MONTHS, ROI ACHIEVED IN ONLY 6 MONTHS