Lucent Technologies 555-230-024 User Manual

Healthcare

Issue 5    January 1998

555-230-024

By using Lucent Technologies products, healthcare facilities can reap the follow-
ing benefits:

■

Improved communication between staff members in different locations

■

Simplified administration of dispersed systems

■

Better response to true emergencies

■

Improved staff efficiency and satisfaction

Many healthcare facilities encounter problems responding to the large number of 
incoming calls to their busiest offices. Callers are frequently put on hold for long 
periods of time before representatives are available to help them.

Healthcare facilities need to:

■

Eliminate the frustration experienced by callers and consequent negative 
perceptions of the facility

■

Improve the quality of service, without increasing costs

■

Optimize staffing by using the staff for what they were trained

DEFINITY ECS products can provide the following capabilities to the healthcare 
industry:

■

Critical reliability system configurations, which ensure that the system is 
fully operational more than 99 percent of the time.

■

The I

NTUITY

 CONVERSANT System gives callers access to basic 

information 24 hours a day, seven days a week.

For example, callers can find out the balance owed or get a copy of their 
bill 

— 

without speaking to an agent.

■

DEFINITY Communications System with call center provides Expert Agent 
Selection (EAS) with Call Prompting, which enables calls to be routed 
appropriately.

Medicare claims, for example, can be routed to the assigned agent based 
on caller input. Agents are happier because they are spending more time 
helping callers in their areas of expertise.

Call Vectoring in conjunction with I

NTUITY

 CONVERSANT enables callers 

to check their account information with the hospital’s mainframe system 
while waiting to speak to an agent. If they still need to speak to a 
representative, they do not lose their place in line. Callers can also be 
given the anticipated wait time before reaching an agent, and be offered 
the option of leaving a message for a later callback.