QUEUE MANAGEMENT SYSTEM FOR OMNICHANNEL COMMUNICATION
Health Desk queues are powerful tools for managing clinical communication. A single interface for every channel enables cross-channel logic and reduces training. Clear visual indicators, filters, and robust automation take the mental burden off of agents.
A simple, beautiful interface hides complex logic and automation that gives operations every tool for queue optimization. A robust design yields amazing performance that seamlessly scales to hundreds of thousands of encounters.
The most holistic healthcare queue on the market today.
Our solution is a completely customizable contact queue manager.
UNIFY OMNICHANNEL OPERATIONS
Healthcare today is rife with independent tools for every situation. The agent must learn a different tool for monitoring queues for telephone, paging, chat, SMS, faxing, email, video conferencing, and EHR messaging. Trainers have to create training for each system. Managers have to keep an eye on each system, create QA plans for each system, and maintain each system. With Queue Manager, unify these flows through a single UI, management, and reporting interface.
PREDICT AND OPTIMIZE
Predict the wait time for each queue-channel combination, and use the result to reroute and optimize communication flow.
Set expectations early, and give patients options to transition to more efficient channels. Map multiple customer journeys and manage flow across every modality.
HIDE DECISION COMPLEXITY
SLA’s may require 5 minute handling in some circumstances and 1 hr in others. Thresholds require transitioning a web interaction to a phone call or in other cases transitioning a phone encounter to the web. With Queue Manager, rules like these are defined on the back-end, and the complexity of the rules are hidden from the agent. Clear stop-light colors indicate user action, and automation handles routing, prioritization, and alerts.
Patients want safety, responsiveness, and transparency.
Queue Manager delivers these without increasing your costs, training, and IT.