Located in Richmond, Virginia, the Virginia Commonwealth University (VCU) Medical Center offers virtually every form of contemporary medical service and is the region’s only Level 1 Trauma Center for adults and children. Being a large-scale medical facility, VCU receives numerous calls each day to schedule outpatients, order room service, admit patients, transfer patients and so much more. Adding even more complexity to the contact center environment, these calls are answered by employees in different clinics, departments and programs. As the only academic medical center in the region, VCU Medical Center is on the forefront of health care, providing patients with the most progressive treatments and medical technology available.
VCU Medical Center had purchased a recording system but quickly realized the product could not capture the entire patient experience. The system was unable to record from the time the patient call was answered to the time the patient hung up the phone. This was particularly troublesome if the call was transferred to a different clinic or department. Although the vendor promised to develop a solution that could record complete patient interactions, it was never completed and VCU decided it was time to consider other options.
The VCU Medical Center began working with a DVSAnalytics reseller to find a robust product that was able to record the entire patient experience. The Encore Recording and Quality Management solution proved to be the best fit…
Software solutions designed to simplify contact center management’s daily workload, ensure a positive customer experience, maximize employee engagement, and deliver analytics-enabled insights into customer interactions.
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