Coactive Systems Launches First Information Therapy Call Center-Web Product with Healthwise Content

Consumers and nurses co-browse targeted health Web content while talking on the phone

Healthwise, Incorporated
Contact: Brenda Foster   
Phone: 208.331.6963/208.345.1897 (fax)
E-mail: bfoster@healthwise.org
Web site: www.healthwise.org

Coactive Systems Corp.
Contact: Carol Murdock
Phone: 615.665.6455
Fax: 615. 665.6499
Web site: www.coativesystems.com

FOR IMMEDIATE RELEASE

Coactive Systems Launches First Information Therapy Call Center-Web Product with Healthwise Content:
Consumers and nurses co-browse targeted health Web content while talking on the phone

Boise, Idaho, and Nashville, Tennessee, June 19, 2002—Coactive Systems Corp. and Healthwise, Incorporated, today announced the introduction of Full Contact Healthguide, a new product that bundles state-of-the-art, Web-based customer interaction software for call centers and nationally recognized consumer health care information. Full Contact Healthguide is the first product of its kind in the health care industry to allow Web users to connect on-demand to call center nurses and also to allow nurses to push targeted online Healthwise information to callers.

Designed for customer-focused hospitals, managed-care organizations, clinical research organizations, and other health care companies, Full Contact Healthguide is the first technology product in the health care marketplace offering a bridge between the health care organizations Web site and call center, and that bridge is packaged with consumer-focused health care information. Full Contact Healthguide enables the health care organization to add a new point of entry to the call center—through the Web site. Web visitors wishing for more information can complete a short online survey explaining their needs, and then they simply click on a call me now” button. This human interaction makes the most of the customers contact with the Web site, improving the opportunity to complete a transaction and meet the customers needs.

Full Contact Healthguide maximizes consumer knowledge by broadening communication channels between the call center nurses and their customers. After assessing the customers needs over the phone or through the online survey, the nurse can deliver, or push,” specific in-depth information from the Healthwise® Knowledgebase to the customers Web browser. The nurse and customer can co-browse the information while they are talking on the phone, thereby assuring in real time that the customer has everything he or she needs to make a wise health decision.

Based in Nashville, Tenn., Coactive Systems Corp. develops and provides health care customer contact technology and services. Coactive Systems health care suite of health care call center products is built on the companys C3 technology platform and includes physician referral, registration, and nurse advice components.

Healthwise, a nonprofit health information company founded in 1975 in Boise, Idaho, provides in-depth consumer health care information to health plans, hospitals, and other organizations to help their constituents make wise health decisions. The Healthwise Knowledgebase contains more than 5,000 up-to-date evidence-based topics on health conditions, medical tests and procedures, medications, and everyday health and wellness issues.

This product will make health care organizations more effective than ever at building customer relationships,” said Carol Murdock, chief executive officer of Coactive. By converging theWeb site and the call center, then adding the real-time delivery of quality consumer-oriented health information, Full Contact Healthguide will help health care organizations compete more effectively for market share.”

This is a great example of information therapy in the hospital or health plan setting,” said Healthwise President and COO Gene Drabinski. Nurses can now ‘show callers individualized online health information while talking about it on the phone. This is a very powerful decision making tool.”

About Healthwise, Incorporated
Healthwise, Incorporated, a nonprofit consumer health information company, reaches 22 million families every year to help them make wise health decisions. Healthwise medical information products include the Healthwise Knowledgebase, an accredited, in-depth online resource, and the Healthwise Handbook, an award-winning self-care guide that serves as a powerful print companion to the Healthwise Knowledgebase. Nine of the top ten managed care companies and hundreds of hospitals choose Healthwise products. For more information, visit www.healthwise.org and www.informationtherapy.org.

About Coactive Systems Corp.
Coactive Systems helps health care organizations use technology to improve customer relationships. The company provides contact center services, applications, and technology-based marketing programs to hospitals, health plans, and other healthcare organizations across the United States. Coactive developed proprietary, award-winning technology converging call center services with automated voice and Web transactions, upgrading the traditional call center into a contact center.” Contact center applications enable health care organizations to maximize customer satisfaction at a reasonable cost.
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