Clinique Saint-Pierre Ottignies

Project:

The leading employer in the Belgian province of Walloon Brabant, the Clinique Saint-Pierre in Ottignies is a benchmark regional hospital. With its 425 beds and 300 doctors, it manages more than 500.00 consultations and 50.000 hospitalizations per year. This activity annually generates no less than 230.000 telephone calls from patients, handled since 2004 by our Automated Attendant VoiceBot. It is the first Belgian hospital to have entrusted its telephone reception to a Voicebot.

CSPO

Challenges

Reception and reception of approximately 20.000 incoming telephone calls per month.
Voice recognition of requested destinations (80 medical services and 300 people) for connection, with management of synonyms, homonyms and pronunciation lexicons.
Management of opening calendars.
Planned appointment management integration.

Solution implemented:

  • VocaBase Voicebot Automated Attendant integrated with Unify telephony and Voxtron contact center platforms
  • Speech recognition engine Telispeech from ViaDialog
  • High availability platform hosted in the cloud
  • Management of appointment reminder campaigns and unpaid bills by outgoing calls and SMS
  • User interface for online configuration by the clinic's business users

Results and benefits:

Over 80% of incoming calls handled automatically.
70% of these calls are transferred directly to the intended recipient without going through reception.
Significant reduction in waiting times during peak periods.
Less than one unavailability of less than 30 min every 2 years.

Scalable solution managed by the customer.