Healthcare

Healthcare

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Integration and Collaboration

Contact centers are critical in driving revenues for healthcare providers through up-selling. However, despite heavy investments in CRM, most contact centers do not realize their potential. The main reason is the lack of a unified agent desktop that can efficiently integrate data across applications and channels in real-time and present data to the contact center agent.

Infosys’ Integration and Collaboration Solution (ICS) delivers an integrated view of customer interactions from a single, intuitive desktop interface. Our solution helps you to enhance customer service and improve agent productivity. ICS combines state-of-the-art web services technologies with design approaches (Service-oriented Architecture) to deliver:

Enhanced contact center productivity
Better returns on IT investments in customer services
Reduced need to re-train agents
Better leverage of existing business applications

Features

Integrates real-time data through all channels of information, including telephone, email, web, instant messaging and smart phones.
Presents a seamless, integrated experience to users by offering an integrated view of disparate applications
Orchestrates workflow
Eliminates the 'swivel-seat phenomenon' where the agent has to move from one system to another to serve a single customer call and thus reduces Average Handle Time (AHT) and cost per call
Eliminates multiple login processes / data entry while accessing different applications

Benefits