1Call’s Web Agent and Soft Agent operator consoles use our Genesis or Infinity software to reduce call times through advanced technologies that eliminate operator keystrokes, improve call metrics for hospital call centers of any size, and can turn any desktop, laptop, or tablet into a professional operator station for agents who work from home. All of the information and tools agents need to complete each call can be made available on-screen so critical communications are streamlined and accurate. This results in increased operator efficiency and reduced errors which leads to better service and improved patient satisfaction scores.

Operator training can be done quickly and easily using prompts, lookups, and navigation that can be customized and built into database-driven call scripts that automatically guide them through complex care calls. Even the look and function of the attendant console is customizable, and various locations or departments can use different colors or layouts to aid in reducing communication errors.

Schedule a Demo

Remote operator working from home using Soft Agent.

Web Agent and Soft Agent

Our next generation, call-handling application, Web Agent, is a web browser-based telephone agent interface that offers simplified installation and maintenance–which is especially helpful for remote operators. Web Agent is compatible with most modern web browsers and features a completely customizable agent experience that enables hospital call center operators to process multi-channel calls on desktop computers, laptops, and tablets. Web Agent can perform directory searches, scripted messaging, and dispatching, and provide access to call log recordings, web content, and on-call schedules.

The Soft Agent interface is a scalable application that can also turn any personal computer into fully-functional, professional operator station. Soft Agent can be integrated with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice Over IP (VoIP) networks, and features inutitive call flow navigation to easily guide operators through each call using scripts. The intuitive design of our Soft Agent scripting feature makes it perfect for both small healthcare organizations and large hospital enterprises.

Benefits of Web Agent and Soft Agent include:

  • Delivers a fast ROI.
  • Reduces errors.
  • Improves efficiency and productivity which leads to a better patient experience.
  • Consolidates and improves processes.
  • Speeds call processing.
  • Ensures professional call handling.
  • Provides accurate information.
  • Includes a detailed reporting analytics.
  • Allows customization to meet call handling needs.
Amtelco Genesis Intelligence Series

Genesis For Critical Communications

Genesis is the latest advancement in 1Call’s long line of contact center solutions. This all-inclusive healthcare call center software suite features multi-channel integrations with enhanced call processing to help you prioritize critical calls, along with built-in speech recognition, text to speech, and voice services to improve call routing and management. Keep metrics with customizable reporting, enhance accountability with call logging and video screen capture, connect remote agents, and manage on-call scheduling.

Hospital call centers can also take advantage of running Genesis in a virtual server environment or in the cloud. Virtual servers allow call centers to grow without adding additional hardware, and cloud deployment moves the call center platform to a cloud provider which shifts the responsibility for server management to the cloud provider. A virtual server environment also saves time and money for organziations because less equipment needs to be maintained. Large healthcare systems with multiple hospitals, clinics, and call centers can run on a single virtual server located anywhere in the country – even if they all use different PBX telephone systems.

Call Management

Effective call management saves time and labor costs. 1Call’s automatic greetings, voice-activated menu navigation, and directory assistance technology can efficiently assist callers before they even speak with a live operator. Automated queue announcements inform callers of the estimated time it will take for their call to be answered and offer a choice to hold or be called back via caller ID or another number. Some customers report they have reduced the number of calls an operator receives by up to 40%.

When connecting to a live operator, some solutions incorporate artificial intelligence, use caller data and behavior to predict the needs of the caller, auto-fill information, and present that information to the operator to expedite calls.

Additional tools that improve call flows include text-to-speech and speech recognition software, secure messaging that enables clinical personnel to contact each other without involving an operator, and smart check-in that gives medical staff control to change their status and contact preferences. These tools are also web and mobile-enabled.

miSecureMessages Secure Messaging App

Secure Messaging App

Our miSecureMessages secure messaging app is used by clinical personnel to send texts, photos, videos, and audio files for care team coordination. Medical office staff the desktop version of the app when contacting medical staff who are on-call. Hospital call center operators use miSecureMessages with Web Agent or Soft Agent to send messages to physicians, in accordance with their contact preferences. The app works seamlessly with our operator consoles, and features reporting, analytics, and message receipts to keep staff accountable, as well as protect the hospital organization should a question arise about on-call communication. 

On-Call Scheduling

Contacting the appropriate on-call staff, using the correct contact method, via the device of their choosing can be time-consuming if operators have outdated information. Accurate and accessible on-call scheduling information is paramount for providing better patient care. Our software saves time and reduces errors by:

  • Notifying managers in advance about unfilled schedules.
  • Adding on-call schedules to personal and mobile calendars.
  • Providing separate schedules by location/department/specialty to reduce errors.
  • Providing automated, real-time updates.
  • Seamlessly integrating with other workforce scheduling software.
Reports are available to be viewed as an array of charts and graphs.

Proactive Risk Management Through Reporting

Hospital call center staff can create quality assurance reports and other customized reports to help run a more efficient call center. With 1Call’s reporting dashboard, managers can review real-time graphical information regarding all aspects of call handling. The reporting dashboard can be configured to display the information most important to the call center such as current call types, average time to answer, operators, waits, and more.

Transcript

Linda Bigley: Our goal was to take eight of our call centers and bring them to one. We looked for a partner who had done this with other customers in other organizations and to use their best practices. Amtelco came in with many solutions and ideas on how we could do that.

Transcript

Linda Bigley: Our goal was to take eight of our call centers and bring them to one. We looked for a partner who had done this with other customers in other organizations and to use their best practices. Amtelco came in with many solutions and ideas on how we could do that.

Chad Liner: There's a lot of new features. We just upgraded a few months ago, so there's a lot of new features to learn, even with the ACDs and the way that can work with the scripting and the directories.

Holly Ritchison: At Children's in the communications center, we offer, obviously the main switchboard line we cover. We handle all of the inside calls from the hospital seeking on-call, environmental services, any needs that they might handle or need. We also handle transport dispatch, so our dispatchers are responsible for initiating all the transports for our emergency crew via ambulance, rotor-wing, fixed wing. At Children's, everything is scripted, and the difference is like night and day for ease of use on the operator end.

Rossi Fraenkel: IS scripting I think is one of the main selling points from Amtelco's products. I've seen some competitor products, and what I really love about Amtelco as a whole is, the scripting piece allows you to do a lot of programming without actually needing to do much coding. It's a really good bridge between the individuals that want to build these advanced programs, but not having the IS skills, and be able to even grow with the scripts. There's a lot of visual functionality you can do when you start working more with databases. I think a huge challenge from the healthcare industry is integration. The more that we have the ability to provide that integration, the more that we can provide faster call times, the better patient experience, and overall, just a better experience for our agents, as well.

Holly Ritchison: The difference with IS is that you put all the programming and decision making on the back side so that an operator can be hired, and within 12 hours, they're taking calls.

Kathy Mealer: Journey was driven by the HIPAA requirements, the Health Insurance Portability and Accountability Act, for secured messaging. We needed to reel that in. We started looking at all the tools that were available on the market, and there were literally hundreds of them. We nailed it down to five and what we thought looked like the five best and the best fit for our organization. We created a vendor comparison grid. Then we created a team of people to look at all these products, so we went through that whole process. Everything that was on our grid, Amtelco's miSecureMessaging met all those requirements. That's how we selected. We've got 1,200 licensed users today.

Mary Hutchinson: Having the web on call will allow the floors to be able to get a hold of the physicians, based on their preferences. There won't be any more mistakes. Instead of calling them, or sending a page to them about it, which would be their first preference, they would do that instead of calling them on their telephone. I think that for the organization, it would be a win-win situation.

Alicia Wise: We used our HL7 interface engine to filter for patient discharges that were processed through our physician computer order entry system. Then those triggers are sent to our Amtelco software, which then alerts the environmental services staff that there's a bed that needs to be cleaned. This has greatly improved our turnaround time for patient put-through. We are able to automatically notify that staff now, versus it was a manual process before.

Rossi Fraenkel: In the event that any of our other clinics were to have a power outage or go down, those calls roll to us at the contact center. We provide our organization a really good strategic value to process calls, in the event that one of their sites go out. It's a really great partnership with that.

Linda Bigley: Before Amtelco, we used a home grown messaging system that was used for physician answering service only, and not operator services. With Amtelco, that allowed us to integrate both messaging for physicians, as well as operator services.