Taking the pain away from mid-call Consults in Healthcare & Dental

Thanks to the constant march of digital transformation, patients are increasingly expecting that healthcare providers serve their needs in a digitalised, convenient manner. In fact, 81% of healthcare executives say the pace of digital transformation for their organization is accelerating, and 93% report that they are innovating with a sense of urgency and call to action this year, according to the Accenture Digital Health Technology Vision 2021 report.

In response to this demand, Solgari is empowering companies in the Healthcare industry to provide their patients with improved services such as patient scheduling, prescription ordering, appointment reminding and online consultation. Our All-Channel Communications Solution arms healthcare providers with ACD (Automated Call Distribution) and Internal Consult features, which can vastly improve their patient scheduling capabilities and overall experience.

The use case follows a patients’ experience as they seek to schedule an urgent appointment to deal with acute tooth pain. Starting with their phone call to the provider’s contact center, the patient selects the service they require and is quickly and automatically routed to the relevant live agent. Having gained the required detail, the agent then uses live chat, mid-call, to consult with a colleague and confirm surgery availability and later returns to the call to corroborate the booking details.

There will always be occasions when Agents do not have every item of detail required to deliver the requested service. Solgari’s 3-way consult features smooth out these gaps by enabling collaborative problem solving to deliver the customer or patients’ optimum outcome. Combined with our continuous innovation in areas including Microsoft Teams, across Healthcare, Financial Services, Manufacturing, Retail and many other industries, Solgari is enabling the firms we work with to take the pain away from Sales, Marketing and Customer Service.