R/€ = 13.14
R/$ = 12.05
Au 1200.03 $/oz
Pt 1139.50 $/oz
May 27, 2005
Improved service delivery with interactive voice response systemBack
© 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
Updated 30 minutes ago The African Development Bank Group (AfDB) has approved a $123.77-million loan to Angola to finance the country’s Institutional and Sustainability Support to Urban Water Supply and Sanitation Service Delivery project. The project was aimed at improving water sector...
Updated 49 minutes ago Global food prices fell in March to their lowest in almost five years as supplies for most commodities, including cereals and meat, remained robust, the United Nations food agency said on Thursday. The UN Food and Agriculture Organization's (FAO) price index, which...
Updated 50 minutes ago Low-cost African airline fastjet plans to conduct a placing to raise gross proceeds of at least $75-million through the issue of new ordinary shares at 0.1p a share, telling the market on Thursday that proceeds would be deployed as expansionary working capital and to...
Recent Research Reports
Steel 2015: A review of South Africa's steel sector (PDF Report)
Creamer Media’s Steel 2015 report provides an overview of the key developments in the global steel industry and particularly of South Africa’s steel sector over the past year, including details of production and consumption, as well as the country's primary carbon...
Projects in Progress 2015 - First Edition (PDF Report)
In fact, this edition of Creamer Media’s Projects in Progress 2015 supplement tracks developments taking place under the Renewable Energy Independent Power Producer Procurement Programme, which has had four bidding rounds. It appears to remain a shining light on the...
Electricity 2015: A review of South Africa's electricity sector (PDF Report)
Creamer Media’s Electricity 2015 report provides an overview of State-owned power utility Eskom and independent power producers, as well as electricity planning, transmission, distribution and the theft thereof, besides other issues.
Construction 2015: A review of South Africa’s construction sector (PDF Report)
Creamer Media’s Construction 2015 Report examines South Africa’s construction industry over the past 12 months. The report provides insight into the business environment; the key participants in the sector; local construction demand; geographic diversification;...
Liquid Fuels 2014 - A review of South Africa's Liquid Fuels sector (PDF Report)
Creamer Media’s Liquid Fuels 2014 Report examines these issues, focusing on the business environment, oil and gas exploration, the country’s feedstock supplies, the development of South Africa’s biofuels industry, fuel pricing, competition in the sector, the...
Water 2014: A review of South Africa's water sector (PDF Report)
Creamer Media’s Water 2014 report considers the aforementioned issues, not only in the South African context, but also in the African and global context, and examines the issues of water and sanitation, water quality and the demand for water, among others.
This Week's Magazine
Projected capital expenditure (capex) in the South African automotive assembly industry should reach a record R7.48-billion this year, says the National Association of Automobile Manufacturers of South Africa (Naamsa) in its 2014 fourth quarter business review. Capex...
After several years of navigating project-threatening red tape and currency fluctuations, the 4.4 MW Bronkhorstspruit biogas power plant, which will supply clean energy to a leading automotive manufacturer in Gauteng, is expected to enter production before June....
South African paper and pulp producer Sappi reported earlier this month that it would build a pilot plant for the production of low-cost Cellulose NanoFibrils, or CNF (nanocellulose) at the Brightlands Chemelot Campus in Sittard-Geleen in the Netherlands.
The long-term outlook for Nigeria is a country that has the potential to be very strong. So affirmed International Monetary Fund (IMF) Nigeria Mission Chief and Senior Resident Representative Dr Gene Leon on recently. "But we are starting from a point of huge...
Poor infrastructure planning and inadequate maintenance are becoming increasingly problematic for new developments and the associated infrastructure required to support such developments. In many urban and rural municipalities, the state of infrastructure has been...