When we think about the contact center, we imagine a room full of people with headphones on, talking to customers and resolving their queries. And that’s true. But after the technology is advancing and hitting new heights, everything is going digital. Every industry is noticing that and to beat the cut-throat competition and stay in alignment with the trends, they are investing more in going towards digital and cloud. Healthcare industry is one of them.
These days, hospitals, clinics, and diagnostic labs are not limited to generating bills and treating patients. The rising competition has broadened the scope of business and now they are focusing more on customer satisfaction and their feedback more than ever, just like other industries. To successfully do that, healthcare contact center seems to be the important key.
Let’s understand what is a healthcare contact center solution and how this industry is benefiting from that? But before that, let’s have a quick look at the definition of cloud contact center solution.
What is a Cloud Contact Center Solution?
Cloud contact center is a call center hosted on the internet where all inbound and outbound communication with the customers whether through call, SMS, email, or social media, is handled online in one place. With the help of a cloud contact center solution, agents can connect with customers anytime anywhere in the world, and vice-versa. Due to this, doing business with international customers has become very easy.
Benefits of Cloud Contact Center Solution in the Healthcare Industry
There are various benefits of cloud contact center solution in the healthcare industry. Some of them are listed below:
Compliance with HIPPA
Healthcare contact center has to be strictly abide by the rules of HIPPA wherein all the communication with the patients has to be secure whether via voice call, video call or text messages. HIPPA also ensures that all the documents of the patients are kept confidential by the healthcare facility.
With the help of a cloud contact center solution, healthcare facilities can easily compliant with all the rules and regulations of HIPPA. This can be succesfully achieved by using the services from SparkTG, leading contact center solution provider in India, as it provides multiple layer of security whether you’re communicating with the patients on call or sharing some attached documents. You can be assured of HIPPA compliance.
Omnichannel Solution
Cloud contact center solution is an omnichannel solution wherein you can connect with your customers through multiple channels like voice call, SMS, or social media. This brings convenience to not only your patients but also to your agents.
Your patients get the multiple options to connect with you which provides them satisfaction and joy. And we all know a delighted customer always brings more business. Isn’t it? Agents productivity gets increased as it has become convenient for them as well to manage the communication with the patients on multiple channels from one place.
Call Routing
Call routing brings another level of ease to the customers and agents as they can directly connect the customers to the desired department which saves a lot of time, increase in productivity, and brings job satisfaction.
Customers are also delighted as they dont have to wait in the long queue to get their query answered. A seamless experience as such brings loyalty in the customers which eventually leads to more business to the companies.
Easy Integration
Healthcare providers can easily integrate their CRM software with the cloud contact center solution. SparkTG provides the integration facility with both in-house and third party brands like Zoho, Freshdesk, Kapture, Salesforce, etc. CRM integration helps the healthcare providers to view the patient’s history, reports, documents, and other information anywhere anytime.
Conclusion
Cloud contact center solution has become a crucial part of healthcare industry. It helps in maintaining reports, omnichannel presence, CRM integration, HIPPA compliance, and many more.
If you’re looking for healthcare contact center solutions, you call us at 1800-123-454647. For more information, visit our website.
