PerfectServe®, a leading provider of cloud-based clinical collaboration and provider scheduling solutions, has officially announced a partnership with Five9.
According to certain reports, the stated collaboration will make it possible for healthcare organizations to reimagine their contact center operations, and therefore, enhance both patient experience and clinical workflow efficiency. More on the same would reveal how this particular development integrates PerfectServe’s Operator Console, a modern cloud-based replacement for legacy on-premises hospital switchboard systems, with Five9’s CX platform and Intelligent Virtual Agent (IVA) technology.
Here, Five9’s comprehensive cloud contact center solution will effectively offer omnichannel engagement, AI-powered self-service, and advanced analytics, whereas on the other hand, its IVA will leverage natural language processing to understand and respond to patient inquiries intelligently. Such a setup can be expected to enable seamless handoff between automated systems and human operators, thus automating routine inquiries and making sure that complex clinical communications are handled with appropriate precision and care.
“Five9 is committed to enhancing customer experiences across all industries, and healthcare is an area where the impact of improved communication and patient care can actually be life-changing. By partnering with PerfectServe, we’re bringing together best-in-class contact center technology with deep healthcare expertise to create a solution that effectively addresses the unique challenges faced by hospital systems,” said Jess Shea, Partner Manager at Five9 ISV
Talk about the benefits of this combined solution on a slightly deeper level; we begin by expanding upon its promise to automate handling of routine inquiries. This involves managing common general requests, requests such as visiting hours and appointments, thus freeing up human operators to handle complex tasks.
Next up, there is the potential for enhanced clinical communication. This translates to how PerfectServe’s Operator Console brings forth a single-pane interface to coordinate clinical directories, one-click emergency codes, and patient transfers.
Then, we have the prospect of improved patient experience, which is largely realized through faster response times and more efficient call routing, both the factors eventually birthing higher patient satisfaction.
Joining that would be the chance to scale up operational efficiency. Here, the combination of automation and streamlined workflows should tread up a long distance to reduce the burden on staff, all while improving resource allocation.
Another detail worth a mention is rooted in the partnership’s ability to provide bidirectional communication with message delivery and read receipts. Not just that, the combined solution will also put at your disposal a unified clinical directory. This directory, on its part, includes details like locations, clinicians, on-call providers, patients, and external partners. Complementing the same would be an assortment of key integrations with the EHR, paging systems, and other critical technologies.
“In today’s healthcare environment, efficient communication is critical to delivering timely, high-quality patient care,” said Guillaume Castel, CEO of PerfectServe. “Our partnership with Five9 represents a significant leap forward in modernizing hospital contact centers. By combining our healthcare-specific Operator Console with Five9’s intelligent automation capabilities, we’re enabling healthcare systems to manage their communications more effectively, ultimately leading to better patient outcomes and improved operational efficiency.”
Founded in 1999, PerfectServe’s rise up the ranks stems from optimizing provider schedules, streamlining clinical communication, and engaging patients and their families in the care experience to accelerate speed to care. The company’s cloud-based technology, at the moment, is known to simplify complex clinical workflows, as well as schedule with secure and timely communication by dynamically routing messages to the right person at the right time. PerfectServe excellence in what it does can also be understood once you consider it is a trusted partner for more than 500 hospitals and 30,000 medical practices.
As for Five9, it provides a comprehensive suite of solutions to power Al-elevated customer experiences that deliver better business outcomes. The company’s efficacy can be validated by taking into account how it presently serves 2,500+ customers and 1,400+ partners globally.
