HEALTHCARE QUEUE MANAGER

QUEUE MANAGEMENT SYSTEM FOR OMNICHANNEL COMMUNICATION

Health Desk queues are powerful tools for managing clinical communication. A single interface for every channel can enables cross-channel logic & reduce training overhead! Clear visual indicators, filters & robust automation take the mental burden off of agents.

 

A simple, beautiful interface hides complex logic & intelligent automation algorithms that gives your operations team every tool imaginable for queue optimization. Keona's robust design yields amazing performance enhancements that seamlessly scale to hundreds of thousands of encounters.

 

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The most holistic healthcare queue on the market today.
Our solution is a completely customizable contact queue manager.

Group 9509@2x 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 & 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 & maintain each system. With Queue Manager you can unify these process branches into a single UI management & reporting interface system!

 

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Group 9511@2x  PREDICT AND OPTIMIZE

Predict the wait time for each queue-channel combination, & use the result to reroute & optimize communication flow.

 

Set expectations early &give patients options to transition to more efficient channels. Map multiple customer journeys & manage flow across every modality.

 

Group 9483@2x  HIDE DECISION COMPLEXITY

SLA’s may require 5 minute handling in some circumstances & 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, & the complexity of the rules are hidden from the agent. Clear stop-light colors indicate user action, & automation handles routing, prioritization & alerts.

 

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Group 9512@2x  IMPROVE SATISFACTION

Patients want safety, responsiveness & transparency.

Queue Manager delivers these without increasing your costs, training & IT bottlenecks!