NEC has launched innovative healthcare integrations for its UNIVERGE BLUE ENGAGE contact centre solution.
UNIVERGE BLUE ENGAGE is now compatible with several leading healthcare systems, including Epic, ORACLE Cerner and MEDITECH. This update enables healthcare providers to minimise costs, optimise operational efficiencies, speed up access to critical patient information and offer excellent patient care through automated and self-service functionalities.
Marc Hebner, Senior Vice President, NEC Corporation of America, commented:
NEC is proud to deliver transformative cloud services to healthcare providers as an integral part of the UNIVERGE BLUE portfolio. The integration of UNIVERGE BLUE ENGAGE Contact Centre with leading electronic health record systems exemplifies our unwavering commitment to empowering healthcare professionals and fostering seamless, secure and patient-centered interactions.”
NEC’s UNIVERGE BLUE Healthcare Solutions has emerged from the evolution of remote and hybrid work and the growth of virtual healthcare while leveraging NEC’s ENGAGE contact centre — a centralised platform for managing customer interactions across voice, SMS, email and chat.
“These solutions will allow for an enhanced patient experience and increase employee productivity — a true win-win for healthcare providers,” Hebner added.
UNIVERGE BLUE Healthcare Solutions Feature Set
Among Healthcare Solutions’ feature set is expedited patient verification and call resolution. Caller ID-triggered patient data can be sent quickly to care providers’ screens, expediting verification processes and minimising call handling times. Care provider displays may also include prescription histories, household member details, and other critical information that informs the virtual care experience.
Patients will also have access to inbound self-service options with Interactive Voice Response (IVR), which can automate separate tasks such as bill payments, appointment management and prescription renewals. This minimises call volumes so healthcare staff can focus on more demanding patient requests.
There are also automated outbound notifications for patients, facilitating real-time communications through voice, SMS, email, and chat. Patient Notify enables response to EHR events like upcoming appointments and prescription refills. Healthcare providers can minimise time-consuming tasks, prevent appointment no-shows and empower patient engagement by accommodating preferred communication channels.
These integrations are made possible by NEC’s UNIVERGE BLUE collaboration with SpinSci, a provider of collaboration and contact centre solutions for healthcare that supports health systems in improving patient engagement and care management.
These integrations are available to customers directly and through NEC’s UNIVERGE BLUE Channel Partner ecosystem as an add-on service for the UNIVERGE BLUE ENGAGE contact centre product.
NEC’s Progressive Partnerships and Products
UNIVERGE BLUE Healthcare Solutions isn’t NEC’s first partnership in 2023, which aimed to help deliver a social good.
Earlier this year, NEC Univerge Blue collaborated with eco-friendly disposal company Zero Waste Group to transform the organisation’s internal and external communications.
Adding NEC’s UCaaS solution, UNIVERGE BLUE CONNECT & ENGAGE, improved Zero Waste Group’s customer experience and internal comms. As a result of the collaboration, Zero Waste Group’s profitability increased by 33 percent.
Zero Waste Group’s requirements for effective communications included call routing, call handling, call coaching, call barging, being able to listen to call recordings, and live and historical call data. All these requirements were needed to suit remote agents, and UNIVERGE BLUE improved Zero Waste Group’s operations with all these features.
To complement a 33 percent increase in profitability, Zero Waste Group registered a 61 percent increase in team efficiency and a 16 percent reduction in IT costs.