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Industry: Healthcare

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Where Was Your Product When You Last Changed Your On-Hold Messages?

At least a few times a month, I get a phone call from a Messages-On-Hold customer who needs to update their on hold messages – many times because they are changing their phone systems, or they’ve opened up a new office. Beyond determining the month and year of the last update, I ask a few … Continued

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Multilingual Healthcare Voice Prompts Improve Care for Limited English-Proficient Patients

The PPACA (Patient Protection and Affordable Care Act) will require healthcare providers to increase the breadth of channels through which they communicate to Limited English Proficient (LEP) patients. Studies have shown the LEP patients have more negative health outcomes, higher re-admission rates, and longer hospital stays than the general population. Therefore, as the individual mandate … Continued

Professional Voice Prompts for Healthcare Call Centers and the Affordable Care Act

Voice telephony applications afford healthcare providers, payers, and their technology partners a low-cost way to supply valuable information to patients, as well as to streamline compliance processes. All without taxing existing internal resources. Historically, the use of voice systems has been functionally limited and unimaginative, focusing primarily on basic caller greetings and call distribution (“for … Continued

Why Computers Can’t Translate Languages

Some years ago I was working with a German voice talent and in the middle of some fairly standard IVR speech, towards the end of a prompt, she burst out laughing. I asked her what was so funny and she said her script read, “Press the symbol of the bear.” Because our talent didn’t have … Continued