Virtus Health, an assisted reproductive technology service provider, brings customer relationship management to the cloud and powers it with AI.
The company has selected US company RingCentral to provide integrated communications and contact center solutions to its 62 fertility clinics, day hospitals and diagnostic centers around the world, primarily in Australia. Powered by RingCentral MVP and Contact Center,solution Integrate and combine the telephony and contact center capabilities of Virtus with the ability to centrally manage call flows and queues.
The rollout, which began at the company's Complete Fertility Center in Southampton, UK, will be carried out systematically over Virtus' global SD-WAN within the next six months, according to a media release. This also includes RingCentral for Salesforce integration to ensure calls are routed to the appropriate practice or team while providing easy access to patient information.
RingCentral has responded to inquiries about cybersecurity in its global deployment and complies with Virtus' core requirements for service availability and reliability, as well as patient data security and privacy, at least in its Australia-wide deployment. I assured you. “That data includes the content of phone calls, faxes, voicemails, audio recordings, shared files, meetings, web chats, emails or other communications sent or stored through the RingCentral service, and the data does not reside in Australia. retained,” the report said. Mobi Health News.
Why is it important?
Virtus leverages RingCentral's platform to provide personalized patient care. Enhancing medical communication with AI is said to contribute to improving the patient experience at all levels.
John Poli, Head of Healthcare at RingCentral, explains: “Prior to patient engagement, conversational AI not only guides the digital experience across multiple communication channels to understand the patient’s medical history from the EMR and other internal information, but also contextualizes that engagement. During conversations with patient management systems or patient services teams or healthcare professionals, RingCentral's AI monitors the conversation, performs sentiment analysis, and enhances the interaction through transcription services, script prompts, and other actions to help patients. Improve your experience by providing analysis of patient-to-agent or provider calls and keywords to help improve patient follow-up, staff training, record management, and and potentially be integrated with the patient’s official EMR.”
“Reproductive medicine, and in vitro fertilization in particular, is a very personal endeavor, and the patient experience is our most important outcome,” emphasized Shaun Thurling, director of IT at Virtus Health. He said he selected RingCentral's solution because he found it ideal for seamless interconnection between a centralized contact center and a decentralized clinical environment.
Virtus' five-year agreement with RingCentral is also expected to reduce business communications costs “significantly” each year.
bigger trends
Over the past few years, RingCentral has introduced similar integrated communications and contact center services solutions in other Australian healthcare settings, including not-for-profit DPV Health, which has 18 locations in Melbourne, and the ASX-listed diagnostic chain. Healius has 260 stores nationwide.
