http://www.engineeringnews.co.za
  SEARCH
Login
R/€ = 17.83Change: 0.14
R/$ = 15.85Change: -0.04
Au 1238.77 $/ozChange: -14.98
Pt 956.50 $/ozChange: -6.00
 
 
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 Letters About Us
 
 
 
RSS Feed
Article   Comments   Other News   Research   Magazine  
 
 
May 27, 2005

Improved service delivery with interactive voice response system

Back
Africa|Flow|Health|System|Systems|Africa|Flow|Product|Products|Service|Services|Solutions|Systems
Africa|Flow|Health|System|Systems|Africa|Flow|Products|Service|Services|Solutions|Systems
africa-company|flow-company|health|system|systems-company|africa|flow-industry-term|product|products|service|services|solutions|systems
© 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

To subscribe email subscriptions@creamermedia.co.za or click here
To advertise email advertising@creamermedia.co.za or click here
 
Comment Guidelines (150 word limit)
 
 
 
 
 
 
 
 
Other Medical and Pharmaceutical Engineering News
CURE, TREATMENT OR VACCINATION? Combining HIV cure, treatment and vaccination research could lead to developing an effective solution to combating the pandemic
The combined research into human immunodeficiency virus (HIV) treatments, therapies and vaccinations could provide the answers to combating the deadly virus. This was the message conveyed at an HIV colloquium held at the Sci-Bono Discovery Centre in Newtown,...
HOSPITAL ENGINEERING A industry best practice norms and standards are being developed for built environment professionals working in the healthcare sector
Healthcare infrastructure norms and standards developer Infrastructure Unit Support Systems (IUSS) is in the process of developing and publishing a set of healthcare infrastructure standards and norms, to act as a built environment best practice guideline. The IUSS...
CONTAMINENT FREE ZONE ISO cleanrooms are used to ensure that contaminants do not interfere with material research or the equipment being manufactured
South African mineral research organisation Mintek launched a R13-million manufacturing facility last month to produce lateral-flow diagnostics test strips for infectious diseases such as malaria, the human immunodeficiency virus (HIV) and tuberculosis (TB). The...
More
 
 
Latest News
Updated 6 hours ago The Competition Tribunal on Friday gave a conditional go-ahead for mobile operators Cell C, MTN and Vodacom to buy out their respective subscriber bases, as South Africa’s last independent service provider Altech Autopage calls it a day. The Allied Electronics...
Updated 6 hours ago The drought in Southern Africa could become one of the worst on record should the current below-normal rainfall continue, the United Nations (UN) World Food Programme said this week. The El Niño conditions presently being experienced in the region had resulted in a...
Updated 6 hours ago Kelibone Masiyane has been appointed the new MD of PPC Zimbabwe, succeeding Njombo Lekula, who had recently been redeployed as MD of PPC’s international operations. Masiyane would be supported by new PPC commercial director Iain Sheasby and new PPC GM of finance...
More
 
 
Recent Research Reports
Construction 2016: A review of South Africa's construction industry (PDF Report)
Creamer Media’s Construction 2016 Report examines South Africa’s construction industry over the past 12 months. The report provides insight into the business environment; key participants; local demand; geographic diversification; corporate activity; black economic...
Energy Roundup – February 2016 (PDF Report)
The February 2016 roundup covers activities across South Africa for December 2015 and January 2016 and includes details of a Government Gazette notice that confirms Cabinet’s decision to move ahead with the 9 600 MW nuclear procurement programme; State-owned power...
Energy Roundup - December 2015 (PDF Report)
The December 2015 roundup includes details of State-owned utility Eskom’s application to claw back R22.8-billion; South Africa’s ranking as an investment destination for renewable energy; and a nuclear expert’s thoughts on reactor designs for South Africa’s nuclear...
Water 2015: A review of South Africa's water sector (PDF Report)
Creamer Media’s Water 2015 Report considers the aforementioned issues, not only in the South African context but also in the African and global context in terms of supply and demand, water stress and insecurity, and access to water and sanitation, besides others.
Input Sector Review: Pumps 2015 (PDF Report)
Creamer Media’s 2015 Input Sector Review on Pumps provides an overview of South Africa’s pumps industry with particular focus on pump manufacture and supply, aftermarket services, marketing strategies, local and export demand, imports, sector support, investment...
Liquid Fuels 2015: A review of South Africa's liquid fuels sector (PDF Report)
Creamer Media’s Liquid Fuels 2015 Report examines these issues in the context of South Africa’s business environment; oil and gas exploration; fuel pricing; the development of the country’s biofuels industry; the logistics of transporting liquid fuels; and...
 
 
 
 
 
This Week's Magazine
WIDENING FLEXIBILITY The trailers have a 3-m-wide (2-file) and 4.3-m-wide (2-file) configuration
Lifting, transporting, installing and ballasting solutions provider Ale has expanded its global fleet of trailers and invested in the latest range of widening trailers that can be mechanically widened from 3 m to the desired width for any project. Ale ordered 48 axle...
The market for the BMW 7 Series in South Africa differs quite significantly from the rest of the world. China, the US and the Middle East almost exclusively buy the long-wheel-base version, using the German manufacturer’s luxury high-end sedan as a chaffeur-driven...
January new-vehicle sales fell by 6.9%, to 48 615 units, compared with the same month last year. Statistics released by the Department of Trade and Industry show that the domestic new passenger-car market declined by 6.1%, to 34 936 units, compared with 12 months ago.
Information technology (IT) equipment and infrastructure multinational Dell is providing open infrastructure systems for clients so that they can use any systems, including innovative new systems, that suit their business needs, says Dell Europe, Middle East and...
South Africa’s State-owned defence industrial group, Denel, has set up another international partnership, based in Hong Kong. This new subsidiary is Denel Asia and it is a joint venture (JV) with South African private sector company VR Laser.
 
 
 
 
 
 
 
 
 
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
Subscribe Now for $149 Close
Subscribe Now for $149