Chargement...
Healthcare
Clinique Saint-Pierre Ottignies
230,000 patient calls managed per year with our Automatic Reception VoiceBot since 2004
Largest employer in the Belgian province of Walloon Brabant, a leading regional hospital
The project
The project
With its 425 beds and 300 doctors, Clinique Saint-Pierre handles over 500,000 consultations and 50,000 hospitalizations per year. This activity generates no less than 230,000 annual patient phone calls, handled since 2004 by our Automated Attendant VoiceBot. It is the first Belgian hospital to have entrusted its telephone reception to a Voicebot.
Challenges
Call volume
Reception and handling of approximately 20,000 incoming phone calls per month.
Voice recognition
Voice recognition of requested destinations (80 medical services and 300 people) for call connections, with management of synonyms, homonyms and pronunciation lexicons.
Opening schedules
Management of opening schedules for the clinic's various services and departments.
Appointment management
Planned integration of appointment management for patients.
Solution deployed
VocaBase Automated Attendant Voicebot integrated with the Unify telephony and Voxtron contact center platforms. Telispeech voice recognition engine by ViaDialog. High availability platform hosted in the Cloud. Management of appointment reminder and payment campaigns via outbound calls and SMS. User interface for online configuration by the clinic's business users.
Automated Attendant Voicebot
VocaBase Automated Attendant Voicebot integrated with the Unify telephony and Voxtron contact center platforms.
Telispeech voice recognition
Telispeech voice recognition engine by ViaDialog for identifying requested destinations.
High availability Cloud platform
High availability platform hosted in the Cloud, guaranteeing less than 30 minutes of downtime every 2 years.
Outbound campaigns
Management of appointment reminder and payment campaigns via outbound calls and SMS.
Configuration interface
User interface for online configuration by the clinic's business users.
Results
80%+
Calls handled automatically
70%
Direct transfers successful
<30min
Downtime every 2 years
Reduced waiting times
Significant reduction in waiting times during peak periods through automatic handling of over 80% of incoming calls.
Scalable and autonomous solution
Scalable solution managed directly by the clinic's teams, with less than 30 minutes of downtime every 2 years.
What our client says
"Efficient, innovative and patient-oriented, Vocabase solutions are in line with the five pillars of our strategy: patient, quality, innovation, human resources and leadership, performance."
Muriel Crêteur
Head of Department – Patient Administration