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Three technologies that drive enhanced CX in healthcare contact centers

Blog: Capgemini CTO Blog

For many healthcare organizations, the call center is a patient’s first point of contact. Whether fielding inquiries, resolving issues, scheduling appointments, or administering triage, it is the agent’s responsibility to ensure that the patient interaction is positive.

As we look beyond the global pandemic, many healthcare organizations are rethinking everything from their strategy and staffing to their technology road maps. They are actively seeking ways to fundamentally improve their contact center operations and enhance patient care, efficiently and effectively.

In my first blog, we discussed the top healthcare contact center trends used with Amazon Connect. In this blog, we cover the must-have healthcare call center solutions that support new strategies, further empower your agents, and better serve your patients.

The following three Amazon Connect technologies can help your healthcare organization or hospital call center create a better experience for your patients and their agents:

Implemented as part of a next-generation digital contact center service solution, these technologies can to drive a more meaningful, emotive, and frictionless relationship with your patients, improved patient care and satisfaction, and reduced employee turnover.

To learn how Capgemini’s Digital Customer Operations for Healthcare solution enables you to identify and eliminate bottlenecks that impact customer satisfaction, scalability, and efficiencies, to drive frictionless patient and member experiences across the healthcare ecosystem, contact:

Philip Bush is the Amazon Connect SME & GTM Lead in North America focusing on cloud contact center modernization across all business sectors.


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