Message-taking and call management application can transform a call center from cost center to profit center
MINNEAPOLIS, MN – August 6, 2007 – Amcom Software, a provider of mission critical communication software for hospitals, today announced the release and general availability of its Answering Service™ module – an add-on to its Smart Console intelligent workstation and on-call scheduling system. The optional Answering Service module provides full-featured case management, message-taking and reporting and can be used for managing outsourced answering services by linking into an optional billing application.
“Many customers are choosing to extend their call centers to handle call management and after hours answering services for other organizations,” said Chris Heim, CEO of Amcom Software. “It makes great sense to leverage both existing infrastructure and personnel to transform a cost center into a profit center. With this new product, customers can easily automate message taking, track cases and manage billing processes.”
The Answering Service product integrates with the central Amcom Software database and automates message storage, record keeping and answering service functions. As a result, customers can eliminate errors, reduce training time, improve customer satisfaction and more efficiently monitor and track case management.
Mollie Burrows, Call Center Director for Emory Healthcare and a beta user of the product said, “We had 26 call center operators manually handling answering services for 800 physicians.
Reliant largely upon paper-based processes, it’s no wonder our message tracking and reporting capabilities were disjointed and inefficient. With the Answering Service in place, we are leaps ahead in terms of quality control and process improvement.”
Amcom Software’s Answering Service enables the following functions:
- Group messages, pages, call activity and services provided into a unified service case file that can be opened, closed, tracked and centrally stored
- Facilitate answering services and screen initiation (i.e. screen pop) for multiple clients, and track all contact attempts for each case
- View flexible reporting, monitoring, measuring and reporting calls by type
- Assign cases to individually responsible operators and agents
- Enable entry of caller information, remarks and notes for each case event along with rule entry, call handling parameters and exception handling procedures
- Track, manage, report and bill clients for services based on real-time case files
- Automate paging, messaging and communication with specific contacts
- “Ultimately, we’re in the business of listening to our customers and creating mission critical communications solutions that automate processes and improve efficiencies,” said Chris Heim, CEO for Amcom Software. “Answering Service is a great example of what can be achieved through partnership and collaboration with our customers.”
- The Answering Service product is available now. For more information, including pricing, contact sales@amcomsoft.com or call 888-337-9274.
