Industry’s First Cisco, Avaya & Genesys CTI Connector For EPIC By NovelVox

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The Healthcare contact center is the first conversation point to begin a patient’s journey with a particular healthcare service/product. It sets a perception of how the experience would be. But it is not easy to make this interaction successful all the time because of the lack of integration of EMRs and EHRs with contact center software. Analysing the issues faced by agents and patients, NovelVox – leading contact center solution provider has — the industry’s first Cisco CTI Connector for EPIC Hyperspace to make every call a successful interaction.

People prefer interacting before availing any service, especially when its healthcare. Trust regarding the genuineness of products, reports, and service is what they look forward to and so they prefer directing dialing in the contact center. Here, an agent merely transferring a call to the concerned department might not be very helpful as no one wants to hold the call and discuss issues repeatedly. Healthcare contact centers need a solution to equip agents with technology that help them create personalized caller experience. This is where NovelVox EPIC connector can do wonders for your healthcare business. NovelVox has been serving call center industry for the past 11 years and has designed solutions focusing on various business verticals or industries. EPIC CTI connector is one for the healthcare industry to empower agents to deal with issues of booking or confirming appointments, scrambling between applications for information gathering and more.

NovelVox has embedded a CTI connector in Hyperspace. Agent logs into Hyperspace application that has CTI call controls and agent state control. NovelVox connector pops out the page with caller information and agent accepts call within Hyperspace to avoid any page switching. The connector is loaded with features such as click-to-dial, call transfer, contact search, automatic customer record retrieval, etc. It empowers Cisco, Avaya, Genesys contact center agents to improve resolution and lower average handle time with more patient satisfaction.

Amit Gandhi, CEO NovelVox says, “Healthcare industry is booming and highly focused on patient experience. Here, not so effective call interaction can be a disappointment for the patient. This is often because EHRs and EMRs have always been tough to integrate by contact centers software due to various security concerns as there is patient data. So, our NovelVox team worked hard to embed call controls within Hyperspace. Now the agents can remain on the same environment or screen with added call controls. This empowers agents to reduce call handle time, improve call resolution and enhance caller experience drastically.

About NovelVox

NovelVox is a global software company that has been developing flexible and optimized Contact Center Agent Desktops and Wallboards for Cisco, Avaya, Genesys, and Five9 for over 11 years. NovelVox has an extensive library of over 70 3rd party application integrations. The Novelvox Cisco Finesse Gadget Designer is the world’s only drag and drop Finesse gadget designer, empowering companies to create their perfect agent environments as and when required. With over 150 global deployments across verticals, including banking, telecoms, healthcare, government, education, and retail, NovelVox has the experience to create customized solutions for the healthcare industry.

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Martin Katz
NovelVox
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