6 Ways To Enhance Patient Experience With CTI Integration
Just like contact centers of different verticals, the ones associated with the healthcare industry face the same inefficiencies. This restrains the overall performance & productivity of the agent.
As a customer-centric service, healthcare services also need a solution that not only enhances productivity levels but assures a better customer experience as well. This is where computer telephony integration aka CTI comes into play.
Computer Telephony Integration is a popular technology that merges the telephony system with the CRM. This integration eliminates the requirement for the agent to switch between screens whenever a call is answered.
As you leaf through the blog, you’ll read more about the functionality of CTI connectors with a real-life example from the medical sector.
CTI Integration: How Does A CTI Connector Functions?
A CTI connector integrates a contact center with the CRM, for example, Aetna with Genesys. So, in the case of Aetna CRM, agents will get call controls on their CRM dashboard. This allows them to dial contacts with a single click which is also known as click to dial.
Here’s a real-life example that explains the functionality of a CTI connector along with its benefits.
Consider a large hospital with multiple departments, including emergency services, radiology, laboratories, and patient care units. The hospital adopts a CTI connector to integrate its communication systems. Below is a list of benefits that uplift agent productivity levels, improve FCR, and reduce AHT.
Improved Call Routing
The CTI connector can integrate with the hospital’s phone system and electronic health record (EHR) system. When a patient calls the hospital, the CTI connector can identify the caller through the EHR, retrieve relevant information, and route the call to the appropriate department or healthcare professional based on the patient’s needs.
Efficient Appointment Scheduling
For scheduling appointments, the CTI connector can link with the hospital’s appointment scheduling system. When a patient calls to schedule or reschedule an appointment, the CTI connector can access real-time availability information and assist the patient in finding a suitable time, reducing scheduling conflicts and improving overall appointment management.
Quick Access to Patient Information
When healthcare professionals receive a call, the CTI connector can instantly display relevant patient information from the EHR system on their screens. This ensures that doctors and nurses have quick access to critical patient data, enabling them to provide more personalized and informed care.
ALSO READ: CTI Integrations for CRMs: Taking Customer Interactions To New Level
Integration with Emergency Services
In emergencies, every second counts. The CTI connector can be configured to prioritize and expedite calls from emergency services. It can automatically alert the relevant medical staff, display patient information, and facilitate quick decision-making during critical moments.
Enhanced Collaboration
The CTI connector can integrate with collaboration tools such as video conferencing and messaging platforms. This facilitates communication among healthcare professionals, allowing them to discuss cases, share information, and make informed decisions collaboratively, even if they are in different parts of the hospital or working remotely.
Reduced Administrative Burden
By automating call routing, appointment scheduling, and data retrieval processes, the CTI connector helps reduce the administrative burden on hospital staff. This allows them to focus more on patient care and less on manual, time-consuming tasks.
CTI Connectors Upscale CX In The Medical Sector
In summary, the adoption of a CTI connector in the medical industry can lead to more efficient communication, improved patient care, and streamlined workflows, ultimately enhancing the overall healthcare experience for both patients and healthcare professionals.
NovelVox is a pre-eminent name in the CX realm. It has been serving different verticals worldwide. Its product line includes Smart CTI connectors, Wallboards, Chatbots, and Unified Agent Desktops. It offers Smart CTI connectors for Aetna, Cerner, EPIC, etc.,
