DALY CITY, Calif.--(EON: Enhanced Online News)--Genesys, a leading provider of customer experience and contact center solutions, today announced Health Diagnostic Laboratory, Inc. (HDL, Inc.) will be integrating Genesys Outbound Interactive Voice Response (IVR) technology into its SaaS-based appointment scheduling system.
“Proactive Customer Care using an Outbound IVR provides a cost-effective solution for communicating with patients”
HDL, Inc. will now be able to provide proactive outbound patient appointment reminders and an opportunity for patients to reschedule an appointment if needed. This proactive outreach reduces the amount of revenue lost due to missed appointments.
- Genesys’ Outbound Interactive Voice Response (IVR) solution will enable HDL, Inc. to place an automated appointment reminder phone call to a patient on-demand, proactively engaging patients with actionable options and two-way communication.
- HDL, Inc. chose Genesys to provide proactive customer care with outbound appointment reminders because the solution could be quickly and easily integrated into the existing TimeTrade platform.
- Currently, if patients want to reschedule an appointment, they will be transferred to an agent or Clinical Health Consultant. The next phase of the implementation will enable patients to reschedule appointments within the IVR, further reducing costs.
“Missed appointments are a common problem in the healthcare industry, causing lost revenue that cannot be recovered,” said Michael Woodward, Chief Information Officer of HDL, Inc. “With the addition of outbound reminders, patients have the opportunity to confirm or reschedule a visit, freeing up potentially available time slots for other patients and increasing attendance at confirmed appointments.”
“Proactive Customer Care using an Outbound IVR provides a cost-effective solution for communicating with patients,” said David Rennyson, Executive Vice President of Genesys Cloud. “This type of proactive service strategy ensures a positive experience and strengthens the relationship between the patient, the Clinical Health Consultant and HDL, Inc.”
Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.