Advanced Call Monitoring for preventing call escalation for Hospitals using Viva Meet

The Hospital is looking for a reliable inbound/outbound calling solution to enhance their Telehealth programs that could assist more than 1000 calls daily and also have records, reports, and analytics. Their medical representatives are well-trained to respond to any emergency quickly and effectively - 24/7 from their contact centres.

The current system has a dashboard that doesn't allow senior medical administrators to monitor live calls and review recorded calls. The Telehealth operations are reportedly facing challenges, and they require solutions in the following areas:

• When a medical professional shares incorrect information during a live conversation, the medical administrator should have access to barge in on the call.
• A reliable voice solution to address call-dropping issues.

Viva Meet - Cloud Telephony

We resolved the customer's issues by offering them an advanced Call Monitoring system. This solution comprises essential features such as:

• Call Monitoring: It makes it easier for medical specialists to evaluate the performance of individual agents by listening to live calls and previously recorded calls.
• Call Whispering: To ensure first-call resolution and boost customer satisfaction by providing relevant information or assistance to the agent during customer interaction.
• Call Barging: Feature enhances on-time assistance to the agent, delivering high-quality customer service, prevents call escalation, and manages remote agents.

Viva specializes in voice & data solutions with a significant focus on Cloud Telephony, WhatsApp for Business, Contact Centers, Internet Leased Lines, Managed SD-WAN as a service, AI Voice bots, Chatbots & Work from home solutions for enterprises.