AVA™ - Healthcare Contact Center Platform
Designed exclusively for healthcare and utilized by the largest healthcare call center in the USA.
Smart Omnichannel Routing
AI-based smart omnichannel routing
- Automatic Contact Distribution (ACD)
- Intelligently connect patients to the most qualified agent.
AI skill-based routing
- Utilizing agent skills, patient information, sentiment, and Artificial Intelligence to match each patient with an agent
Smart Concierge routing
- Connect repeated callers with the same agents for continuity of service, personalized conversations and improved patient satisfaction.
Interaction Channels
Let customers choose the channel they want
- Voice
- App
- SMS
- Webchat
- In-App messaging
Chatbots
- Conversational AI for Healthcare
- Automate common interactions and meet patient’s digital demand
AI-enabled IVR
- Perform routine interactions with IVR-integrated AI bots
In-App Messaging
- Secure messaging in your enterprise mobile app.
Quality Control
Built-in auditing, scoring, and quality control tools
Interaction Analysis with AI
- Analyze every interaction using AI models for CX
- Identify the successful behaviors
- Route unsuccessful behaviors to auditors
- Maintain agent quality for coaching and improvement
Patient CSAT (customer satisfaction score)
- Collect feedback on every interaction in real-time with Ai-powered CSAT.
AI Recap
- AI-curated synopsis recap of every call
Sentiment analysis
- Use AI to detect negative sentiment or distress
Real-time coaching
- Ability for managers and supervisor to listen, whisper, barge-in or take over calls
Omnichannel Recording
- Record all interactions quality control, sharing with clients and regulatory requirements
Pop-ups
- Display necessary real time information including patient demographics, prior interactions, workflows, and best practices
Disposition analysis
- Collect manual and AI powered post call dispositions and data
Analytics
Full stack of standard and customizable reporting.
Business Intelligence
- Interactive reporting
- Customizable dashboards
- Service metrics
- Agent performance
- Interval reports
- Performance Analytics
- Insights to boost first contact resolution
- Agent efficiency
Customer Journey Analytics
- Measure customer behavior across touchpoints
Workforce Management
AI-powered Workforce Management
- Anticipate call volume fluctuations Seasonal, Environmental, Behavioral, Event driven
- Increase agent utilization
- Match scheduling to call volumes
- Intelligent approach to forecasting and scheduling.
- Keep SLAs up and costs down.
- Improve agent schedule adherence and attendance
- Improve agent satisfaction and engagement
- Minimize WFM administrative and maintenance overhead.
- Make staffing changes based on demand