Data-Driven Care: The Power of Contact Center Analytics in Healthcare

Presented by

Nick Richards, General Manager of Customer Experience for SoftwareOne and Paul Lampi, System Vice President, Population Health Insights at the Endeavor Health System

About this talk

Data is reshaping the healthcare landscape—particularly in population health management. The right Contact Center as a Service (CCaaS) platform can put patient data to work by helping you: - Understand patient needs - Improve outcomes - Deliver more responsive care This webinar is your opportunity to hear from healthcare industry and customer experience experts and to discover how data-driven Contact Center as a Service (CCaaS) platforms can help you create more personalized and effective patient experiences via: - Call categorization: Identify top call drivers, track performance, spot issues and trends - Quality Control and coaching: Auto-score activities, precisely target manual quality efforts - Triggering processes: Automate, triage, and re-route negative or sensitive calls - Customer journey: Understand patient engagement and capture the Voice of the Customer
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SoftwareOne is a leading global software and cloud solutions provider that is redefining how organizations build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 9,250 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 90 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at www.softwareone.com