http://www.engineeringnews.co.za
  SEARCH
Login
R/€ = 14.22Change: -0.23
R/$ = 11.16Change: -0.09
Au 1240.10 $/ozChange: -4.17
Pt 1243.50 $/ozChange: -18.70
 
 
Note: Search is limited to the most recent 250 articles. Set date range to access earlier articles.
Where? With... When?








Start
 
End
 
 
And must exclude these words...
Close Main Search
Close Main Login
My Profile News Alerts Newsletters Logout Close Main Profile
 
Agriculture   Automotive   Chemicals   Competition Policy   Construction   Defence   Economy   Electricity   Energy   Environment   ICT   Metals   Mining   Science and Technology   Services   Trade   Transport & Logistics   Water  
What's On Press Office Tenders Suppliers Directory Research Jobs Announcements Contact Us
 
 
 
RSS Feed
Article   Comments   Other News   Research   Magazine  
 
 
May 27, 2005

Improved service delivery with interactive voice response system

Back
2Cana Solutions|Africa|Analog|Avaya|Digital Communications|Flow|Kathea|Oracle|Sovereign Health|System|Systems|Africa|South Africa|Flow|Healthcare|Interactive Systems|Product|Products|Service|Services|Systems|Telephone Key Entry|PABX|Al McKie|Alan Hockey|ActiveX|Ado|Analog|Interactive Voice Response|IP
Africa|Flow|System|Systems|Africa||Flow|Products|Service|Services|Systems||||
2cana-solutions|africa-company|analog-company|avaya|digital-communications-company|flow-company|kathea|oracle|sovereign-health|system|systems-company|africa|south-africa|flow-industry-term|healthcare|interactive-systems|product|products|service|services|systems|telephone-key-entry|pabx|al-mckie|alan-hockey|activex|ado|analog|interactive-voice-response|ip
© Reuse this A medical scheme administra- tion company, Sovereign Health, has recently imple- mented an interactive voice response (IVR) system to improve its service delivery to providers. The company implemented this solution as part of its ongo- ing drive to deliver outstanding service to providers, particularly with regard to member benefit queries.

“Our providers required a communication medium that enabled easy assistance with queries regarding member be-nefits,” says Alan Hockey, oper-ations director at Sovereign Health. “To tackle this need, the com-pany had two options. One was to supplement the contact centre with additional agents to deal with these calls; the other was to automate the process, using an IVR system,” he explains.

Analog and Digital Communications, Sovereign Health’s voice services provider, proposed a solution that seam- lessly integrated with its exist- ing Avaya INDeX PABX system and Oracle database. The IVR system that was im-plemented is a component of the Avaya IP Office Voicemail Pro and connects through an El Q- Sig connection to the INDeX system.

“As a company, we deliver high-quality and cost-effective healthcare to our members; therefore a system that could meet these expectations had to be implemented,” says Hockey.

“Analog and Digital Commun-ications suggested this solution – which proved to be the answer,” he adds.

In conjunction with 2Cana Solutions – Sovereign Health’s data services provider – Analog and Digital Communications was able to integrate the IVR System with the customer’s Oracle database. The basic call flow allows a provider to dial in to the IVR System and enter its practice number for validation. It can then enter the member’s number and dependent code, which the system will confirm. Finally, the value of the requir-ed benefit is entered and the sys-tem then runs a database query to establish whether the specified value is available. All data during the call is captured in Sovereign’s work- flow management system and provided with a reference number.

Additionally, the Avaya Voicemail Pro Manager pro- vides the ability to construct powerful interactive systems based upon dual tone multi-frequency (DTMF) telephone key entry. As a caller passes through any part of a defined call flow, the system is capable of inter-acting with most third-party databases through the use of the standards-based ActiveX Data Objects (ADO) interface. The system is thus capable of retrieving information from, as well as writing information in, a database.

“The system is currently processing approximately 1 400 calls daily and we have had very positive feedback from our pro-viders,” says Hockey. “The speed at which provid- ers are able to process multiple benefit checks during a single call is a great advantage, and interaction with the IVR system is faster and more convenient than speaking to an agent. “We are already planning to implement this system in other business units.” Kathea Communications – sole provider for the Avaya IP Office product suite locally – believes that the implementation of the Avaya Voicemail Pro Manager will not only extend the company’s service offerings, but will also improve its ability to provide high-end cost-effect- ive voice solutions that deliver true business benefits. “Due to the strength and capabilities of this product, it is perfectly suited to organisations with communication environments that include a service contact centre,” says Al McKie, Avaya Business De-velopment at Kathea Communications. “This solution is designed to meet customers’ specific requirements and we expect the imp-lementation to add value to Sovereign Health’s service delivery.” Kathea Communications will be offering this product through its national base of accredited partners, which includes some of South Africa’s major IT cor-porations.

Avaya designs, builds and manages communications net-works for more than a million businesses worldwide, includ- ing over 90% of the Fortune 500. Focused on businesses large and small, Avaya is a world leader in secure and reliable Internet protocol telephony systems and communications software appli- cations and services.

Driving the convergence of voice and data communications with business applications – and distinguished by comprehensive worldwide services – Avaya helps customers’ existing and new networks to achieve superior business results. Kathea is a dynamic supplier and value-added distributor of products and services for the telecommunications sector. Through its considerable network of accredited partners and resellers, Kathea focuses on technologies that cover the switching, video and voice con-ferencing, call centre and hospitality sector. Kathea represents Avaya, GN Netcom, Polycom and Nortel in the local market and is therefore able to provide products and services that are world class. Backed by extensive indu- stry experience, strong market partnerships and a success-driven team, Kathea is committed to creating value in the telecommunications distribution chain.
Edited by: Nelendhre Moodley
© Reuse this Comment Guidelines (150 word limit)
 
 
 
 
 
 
 
 
Other Medical and Pharmaceutical Engineering News
Nonprofit organisation (NPO) The African Innovation Foundation (AIF), which mobilises innovators across Africa, has named biotechnology research and development company Altis Biologics CEO Dr Nicolaas Duneas and business development CE Nuno Peres, from South Africa,...
Information systems provider Harmonic Group launched the FreshCode barcode labels last month, which alert and record multiple instances of temperature change during the cold chain of pharmaceuticals and food, says Harmonic Group MD Barry Baetu. To guarantee the...
The ‘Impact of the Environment on Infections in Healthcare Facilities’ study, conducted by healthcare and design professionals the Centre for Health Design director of research Anjali Joseph, in July 2006, has shown that flooring is a significant health factor in...
More
 
 
Latest News
Trade union Solidarity warned on Wednesday that ongoing restructuring and retrenchments in the information and communication technology (ICT) industry continued to put employees in the sector under “immense” pressure. This as the union claimed it had received...
Directors of investment holding company Combined Motor Holdings (CMH) say they are satisfied with the results achieved in the six months ended August 31, during which time the local economic environment continued to battle impediments to growth and national dealer...
In the Medium-Term Budget Policy Statement Finance Minister Nhlanhla Nene has outlined concrete plans to consolidate South Africa’s pubic finances and restore macroeconomic balances. The proposed adjustments – lower than planned spending and increased tax revenues -...
More
 
 
Recent Research Reports
Defence 2014: A review of South Africa's defence industry (PDF Report)
Creamer Media’s Defence 2014 report examines South Africa’s defence industry, with particular focus on the key participants in the sector, the innovations that have come out of the sector, local and export demand, South Africa’s controversial multibillion-rand...
Road and Rail 2014: A review of South Africa's road and rail infrastructure (PDF report)
Creamer Media’s Road and Rail 2014 report examines South Africa’s road and rail transport system, with particular focus on the size and state of the country’s road and rail network, the funding and maintenance of these respective networks, and the push to move road...
Real Economy Year Book 2014 (PDF Report)
This edition drills down into the performance and outlook for a variety of sectors, including automotive, construction, electricity, transport, steel, water, coal, gold, iron-ore and platinum.
Real Economy Insight: Automotive 2014 (PDF Report)
This four-page brief covers key developments in the automotive industry over the past 12 months, including an overview of South Africa’s automotive market, trade figures, production and the policies influencing the sector.
Real Economy Insight: Construction 2014 (PDF Report)
This five-page brief covers key developments in the construction industry over the past 12 months. It provides an overview of the sector and includes details of employment in the sector, infrastructure and municipal spending, as well as insight into companies’...
Real Economy Insight: Electricity 2014 (PDF Report)
This five-page brief covers key developments in the electricity industry over the past 12 months, including details of State-owned power utility Eskom’s generation activities, funding and tariffs, independent power producers and prospects for the sector.
 
 
 
 
 
This Week's Magazine
The broad-based black economic-empowerment (BBBEE) alignment process in the con-struction sector has begun, dur-ing which the sector codes of the Construction Sector Charter Council (CSCC) will be aligned with the revised Codes of Good Practice (CoGP), which come...
It is second time lucky for Toby Venter. Ten years ago he negotiated to buy the Kyalami racetrack, but “the deal did not materialise”.
Environmental solutions company I-Cat started construction work on its R22-million, 1 949 m2 environmentally sustainable office and warehouse facility, commissioned by I-CAT Environmental Solutions, at a launch event in October. The new sustainable I-CAT campus,...
IAN EVANS AirWatch file synchronisation and sharing system was initially designed for a large airline company
Effective file synchronisation and sharing across an organisation’s structures can provide the basis for robust mobile-device and document management while maintaining proper backup, version control and content distribution. These are the lessons learned by complex...
Hotel group Carlson Rezidor currently holds the largest hotel pipeline in Africa with 30 hotels and 6 300 rooms under development. The hotel group develops and operates Radisson Blu in the upper upscale segment and Park Inn by Radisson in the mid-market segment. With...
 
 
 
 
 
 
 
 
 
Alert Close
Embed Code Close
content
Research Reports Close
Research Reports are a product of the
Research Channel Africa. Reports can be bought individually or you can gain full access to all reports as part of a Research Channel Africa subscription.
Find Out More Buy Report
 
 
Close
Engineering News
Completely Re-Engineered
Experience it now. Click here
*website to launch in a few weeks