Cloud Telephony

Even as the promised economic recovery is reportedly underway, a number of organizations are still tightening budgets as they recover from the shortfall of the global recession, even with implementing a cloud telephony system. This is especially true for hospitals and doctors as the United States braces for healthcare reform that will put additional financial strain on providers.

As the healthcare industry searches for ways to streamline operations and reduce overall costs, one technology is gaining traction: cloud-based telephony. In fact, a recent Call Centre Helper piece, Advantage Healthcare Group is realizing such benefits from NewVoiceMedia’s (News - Alert) ContactWorld, a cloud telephony-type system.

This solution enables Advantage Healthcare to manage out-of-hours telephone inquiries to its 24 branches throughout the nation. ContactWorld automatically re-routes calls to the Telford head office and directs each call to the relevant handler. Advantage Healthcare ensures clients receive personalized response and improve overall service levels by handling all calls with its own expert staff.

“We provide a 24/7 healthcare service to our clients, so it’s particularly important that we can manage enquiries effectively outside normal office hours,” said Dawn Lee, process implementation manager, Advantage Healthcare, in the Call Centre Helper. “Bringing this function in-house gives us greater control over a critical aspect of our service.”

“The virtual nature of the NewVoiceMedia solution gives us the flexibility to do this at a highly affordable cost. We were especially pleased with the speed by which NewVoiceMedia was able to provide the solution,” Lee added.

Cloud telephony is truly cloud computing for the phone system. Organizations of all sizes can benefit from a platform that enables businesses to deploy phone applications for any phone, any place and at any time. With cloud-based telephony, it is fast, easy and cost effective to build innovative, reliable and scalable phone solutions that reduce responsibilities and risks.

The NewVoiceMedia cloud telephony solution offered Advantage Healthcare functionality and out-of-the-box integration with its existing CRM software. As a result, call agents will see a screen pop that provides all information about the caller in one place so they instantly know which branch each call originates from and can quickly respond to the needs of that particular caller.

With its integration with the NewVoiceMedia softphone, ContactWorld empowers the agent with the ability to return the client’s call at the touch of a button using click-to-dial capabilities. This provides a simple and streamlined call management system to maximize agent productivity.

“Many companies have started to see the benefits of cloud-based IT solutions, but few realize that similar efficiencies can be achieved in telephony. It offers flexibility at a fraction of the cost of traditional technology, and as well as the ability to integrate with a CRM solution like Salesforce,” said Paul Turner (News - Alert) NewVoiceMedia chief operations officer.

In other cloud telephony news, Cloudvox, Ifbyphone’s recent acquisition, has announced the first fruits of their combined platform: a flat pay-as-you-go rate of $0.03 per minute, phone numbers from around the world, and a comprehensive conference call API for all Cloudvox users.