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View all resourcesPharmacy IVR: Limitations of Legacy Systems and How to Improve Them
A pharmacy phone line can handle a lot without a person ever picking up. That is the basic job of an IVR, or interactive voice response system. It automates routine tasks such as routing calls, checking prescription information, requesting refills, and answering common questions through touch-tone menus.
Healthcare Workflow Automation: What Providers Should Automate First
Healthcare organizations don't have a shortage of tasks to automate. But which ones are actually worth automating first, and is it worth it?
The Role of Generative AI in Deflecting Calls Without an Agent
Generative systems have changed what happens after a call has been routed. Instead of simply pointing callers towards a FAQ page or another generic self-service option, the new generative models can actually hold a conversation, pull account details and system signals for context, and take actions to resolve a call without any handoffs. That gives a new meaning to how call deflection isn't just redirection.
How to Reduce Hold Time With Rising Call Volume
Hold times ultimately come down to the number of calls coming in, the capacity to answer them, and what callers do instead of waiting. Hiring more staff is only a partial solution to reducing hold times in a contact center. It’s the slowest and most expensive approach. But it’s often the first thing businesses turn to because counting heads is faster than figuring out why callers are waiting in the first place.
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