Contact Center Analytics for the Healthcare Industry

Data & insights to help healthcare organizations meet patients where they are

emite is the go-to cloud contact center reporting and analytics solution for large and mid-sized healthcare organizations across the globe. emite’s real-time and historical dashboards bring your most important KPIs to the forefront, helping provide the insights your team needs to improve operational efficiency in the contact center and create a world-class customer experience for patients and providers.

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HOW emite SUPPORTS THE HEALTHCARE INDUSTRY

emite delivers valuable insights assisting healthcare organizations improve customer experience (CX) and workforce management

Staff the Right Agents

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.

Omnichannel Reporting & Analytics

Patients have many options to contact healthcare providers. Easily create reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.

Workforce Management (Remote Workforce)

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.

Ingest Multiple Data Sources

emite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.

Interaction Analytics & Sentiment Analysis

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.

Competitive Pricing

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.

Improved Agent & Customer Retention

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.

When we had to make the change to a remote agent workforce in the middle of the pandemic, we were completely overwhelmed. emite’s team helped us get up and running with complete contact center reporting in no-time, which helped me and my team focus on agent training and staffing right away.

Large US Healthcare ProviderNorth America

Before emite, in operations, they were doing all the occupancy codes manually. We replicated the dashboard and now they’ve taken it up another level with trending and charts, spreadsheets and formulas. It’s been a lifesaver for data polls and supporting our reports.

Director of Workforce ManagementUS Pharmaceutical Company

By unifying all communication channels, interactions and work items through automated routing, the right cloud platform lets you design, monitor and tune the entire customer journey.

Genesysemite Partner

The first step in providing a great service for customers is knowing what is working and what isn’t. Our previous on-premise system provided inconsistent and inaccurate data. emite provided visibility, giving the team assurance that our new contact center with Amazon Connect was actually working. emite gave real-time insights, allowing us to fix any problems before they escalated.

Major Insurance Industry BrandAustralia

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Use Case: Healthcare | US

Improving 24/7 Contact Center Performance for a Critical Healthcare Hotline

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:

Create multiple custom dashboards aligned with the organization’s most important KPIs
Provide critical reporting required for internal and external stakeholders
Give contact center leaders access to real-time and historical data to help make informed decisions related to the allocation of both resources and funding

Level-Up Your Contact Center Reporting

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.

Visualize KPIs specific to the unique needs of your business and goals
Make reporting easy and aligned to your specific KPIs
Increase levels of productivity
Improve operational efficiency

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Create the Best Customer Experience Possible Across Multiple Channels

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.

Tracking the Right Metrics

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.

Quickly and easily analyze agent performance
Staff the right agents with the right skills at the right time
See current support & ticket statuses to better understand and staff peak call times and to address real-time call spikes
Access insights into your healthcare company’s specific KPIs to paint a better picture of overall contact center performance and make business-critical decisions faster.

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Effectively Manage Remote Healthcare Contact Center Agents

Throughout the global pandemic, healthcare organizations across the world have had to prepare their agents to work from home. And in addition to operational and logistics changes, contact centers in healthcare are also managing a historic rise call volume, demand for tele-health services, and remote resolutions to health-related questions, billing, and insurance – which has led to a increased in healthcare contact center traffic.

To effectively manage the rise in call, SMS, chat, and email traffic, healthcare organizations need tools that will streamline contact center data to help not only improve the customer experience but to effectively staff agents.

emite can help effectively manage a remote workforce by providing:

Real-time operational and agent performance analytics
Historical agent performance analytics
Custom KPIs to pull in the data your team needs to analyze remote agent performance
Sentiment analysis
Automated Alerts

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READY TO TALK ABOUT emite FOR YOUR HEALTHCARE ORGANIZATION?

Get in touch with your regional emite office