emite delivers valuable insights assisting healthcare organizations improve customer experience (CX) and workforce management. emite is the go-to cloud business reporting and analytics solution for large and mid-sized healthcare organizations across the globe. emite’s real-time and historical data platform brings your most important KPIs to the forefront, helping provide the insights your team needs to improve operational efficiency and create a world-class customer experience for patients and providers.
Real-time and historical call volume data will help your team staff the right number of agents, with the right skills, at the right time.
Patients have many options to contact healthcare providers. Easily create reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.
Real-time and historical agent performance insights from emite will help improve operational efficiency – whether they are working from the office or the living room.
emite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.
In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.
emite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve.
Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover – which can lead to customer attrition. Access to real-time and historical agent performance data and sentiment analysis help with agent retention and training.
Use Case: Healthcare | US
A mid-sized US healthcare organization has been serving its local community for over 50 years, providing essential mental health and developmental disability services. To help support an increase in traffic to the organization’s 24/7/365 hotline and online support services, emite was able to:
emite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. emite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.
Contact center success relies on accurate operational planning and agent staffing, because the best way to handle spikes in call volume is to anticipate them and plan accordingly.
emite gives contact center managers access to both real-time and historical insights that help analyze important contact center KPIs and data such Net Promoter Scores, first call resolution, and call volume data so your healthcare company can schedule agents with the right skills to be available during peak times.
Contact centers in the healthcare industry can be incredibly complex and the ability to manage operational efficiency, agent management, and provide the best customer experience possible requires a lot of technology and endless amounts of data. emite pulls in data from multiple sources, eliminating the need to log on to multiple tools like Salesforce, Zendesk, Google Sheets, Excel, or CSVs when creating a holistic performance report.
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