OMAHA, Neb., Aug. 20, 2024 (GLOBE NEWSWIRE) -- , the industry-leading provider of omnichannel patient relationship management platforms, is solving the challenge of overworked healthcare call centers and frustrated patients waiting on hold with the expansion of Agent Chat, which utilizes a secure, web-based experience to connect patients to a staff member who can address the patient’s needs.
Patients calling into healthcare offices spend an average of eight minutes on the phone with 63 percent of calls being transferred, wasting both time and resources. With Agent Chat, a secure conversation is initiated to quickly connect a patient to the healthcare facility, greatly reducing call volumes and wait times while also improving staff productivity and Net Promoter Scores (NPS). “Whether after-hours or while in a public setting, there are times when patients can’t or don’t want to talk on the phone but still need to get their questions answered in a timely fashion,” said Vijay Verma, Vice President, Product, TeleVox.
“Agent Chat provides them a secure channel to connect with their provider while reducing the burden on contact centers to manually staff hundreds of phone calls per day.” For healthcare staff, Agent Chat offers an enhanced contact center experience that allows providers to deliver automated and at scale service around the clock, driven by: Agent Chat is ideal for referral outreach, managing appointments, and assisting patients with bill pay. It also can .