MOVING IN-HOUSE INTERPRETERS TO THE RIGHT PATIENT AT THE RIGHT TIME
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AMERICAN HEALTH CONNECTION ANSWERING A CRITICAL CALL IN THE CURRENT HEALTHCARE CLIMATE.
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THIS COMPANY THRIVES AS AN OUTSOURCE CENTRALIZED SCHEDULING CALL CENTER.
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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