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.
Let customers choose the channel they want
- In-App messaging
- Conversational AI for Healthcare
- Automate common interactions and meet patient’s digital demand
- Perform routine interactions with IVR-integrated AI bots
- Secure messaging in your enterprise mobile app.
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-curated synopsis recap of every call
- Use AI to detect negative sentiment or distress
- Ability for managers and supervisor to listen, whisper, barge-in or take over calls
- Record all interactions quality control, sharing with clients and regulatory requirements
- Display necessary real time information including patient demographics, prior interactions, workflows, and best practices
- Collect manual and AI powered post call dispositions and data
Full stack of standard and customizable reporting.
- 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
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