Healthcare
Industry Offerings
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
- Reduced service costs
- Enhanced customer service
- Improved agent productivity
- Lower TCO
- Increased ROI
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