hc1.com® and Interactive Intelligence Announce Healthcare CRM and Call Center Automation Partnership

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Strategic Partnership Enables Medical Laboratories to Anticipate and Exceed Customer Expectations.

By combining hc1.com’s robust healthcare CRM capabilities with Interactive Intelligence’s contact center solutions, labs are able to quickly intercept client needs while seamlessly viewing a complete history of the relationship.”

hc1.com, provider of the world’s leading Healthcare Relationship Management™ solution, and Interactive Intelligence, a global provider of unified IP business communications solutions, today announced a strategic partnership that will increase the operational efficiency of medical laboratory customer service centers.

The partnership integrates hc1 Software-as-a-Service (SaaS) healthcare customer relationship management (CRM) capabilities, which provide labs with a 360-degree view of all business and clinical activities associated with each provider, with Interactive Intelligence’s contact center solutions.

“In today’s environment of shrinking reimbursements and increasing competition, it has never been more essential for labs to increase operational efficiency while improving service levels,” says Brad Bostic, Chairman and CEO of hc1.com. “The quality and speed of each customer interaction has a direct impact upon the lab’s overall success. By combining hc1.com’s robust healthcare CRM capabilities with Interactive Intelligence’s contact center solutions, labs are able to quickly intercept client needs while seamlessly viewing a complete history of the relationship.”

“For example,” adds Bostic. “When a contact calls in to the lab, Caller ID immediately identifies the individual and presents the service representative with a screen conveying all associated clinical and business activities. Based on the inquiry, the call can be resolved, rerouted, or recorded in a matter of moments. At the same time, managers are able to better train and manage resources with a real-time view into active calls and call queue reporting.”

“Interactive Intelligence enables contact centers to take a highly personalized approach to customer care,” says Roger Reeves, Territory Manager of Interactive Intelligence. “The Interactive Intelligence hc1 App provides lab staff with the intelligence and tools necessary to better anticipate and exceed customer expectations.”

Medical laboratories have long struggled with timely access to the endless data contained in various systems spanning sales, service, and operations. In a recent poll conducted by hc1.com and G2 Intelligence, over 50% of respondents indicated that they had to log in to 4-6 different systems in order to access the information necessary to effectively do their jobs. By bringing all client activities into a central view of each provider that is available instantly, hc1.com empowers lab personnel with actionable intelligence that leads to the highest level of service.

The Interactive Intelligence hc1 App is immediately available to medical laboratories. To learn more, contact info(at)hc1.com.

About hc1.com

hc1.com is the ultimate healthcare CRM and Business Intelligence solution that will transform the way your lab manages client relationships.

  •     Your lab will win more clients and keep them for life by delivering the highest level of service.
  •     Your employees will gain back hours of productivity with instant access to a 360-degree view of every provider.
  •     Your executives will confidently make decisions with lab-specific Business Intelligence and real-time alerts that uncover the underlying cause of issues.

hc1.com has been adopted by over 150 lab locations across the country processing 165 million transactions annually. Learn more at http://www.hc1.com.

About Interactive Intelligence, Inc.

Interactive Intelligence Group Inc. is a global provider of contact center automation, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2012 Top 500 Global Software and Service Providers. It employs more than 1,000 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or info(at)inin.com; on the Net: http://www.inin.com (http://www.inin.com/Pages/default.aspx).

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