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InContact Announces Healthcare Customer Expansion
December 08, 2009
InContact, a vendor of on-demand call center software and agent optimization tools, has announced the expansion of its healthcare customer base with the implementation of two new nursing and physician call center customers using the inContact automated call distributor.
These companies employ registered nurses to provide primarily after-hours phone assistance and triage for medical facilities, as well as answering services for doctor’s offices. These call centers receive calls for everything from triage to patient transfer to advice on whether or not to see a doctor about a health concern.
Company officials say these healthcare call centers are experiencing double digit growth, and like the on-demand call center setup, using an at-home model which, during a national nursing shortage, "attracts talented nurses."
Saying they "already have several customers in the healthcare call center arena," Paul Jarman, inContact CEO, says the product is used by "other companies in the healthcare industry, including managed care services, consumer marketing and prescription services."
InContact offers a connectivity backbone with a call center software platform and is delivered via a Software-as-a-Service (SaaS (News - Alert)) model.
Last month TMC's Kelly McGuire reported that Salesforce.com selected inContact for the company’s partner program.
The collaboration between the two companies will integrate the service cloud 2 and force.com platform, for a real-time customer care system that is based in Salesforce.com’s (News - Alert) sales cloud, McGuire said, which will improve lead and contact management and, in turn, free up salespeople to focus on expanding customer relationships:
"Kendall Collins, chief marketing officer at Salesforce.com, said that the service cloud is the next generation solution for customer service. Therefore, the collaboration will only add to the progressive and evolving solution."
According to company officials, McGuire said, "the sales cloud is designed to deliver companies everything they need to improve sales dynamics. What’s more, the new partnership with inContact and Salesforce.com will cater to organizations of all sizes."
These companies employ registered nurses to provide primarily after-hours phone assistance and triage for medical facilities, as well as answering services for doctor’s offices. These call centers receive calls for everything from triage to patient transfer to advice on whether or not to see a doctor about a health concern.
Company officials say these healthcare call centers are experiencing double digit growth, and like the on-demand call center setup, using an at-home model which, during a national nursing shortage, "attracts talented nurses."
Saying they "already have several customers in the healthcare call center arena," Paul Jarman, inContact CEO, says the product is used by "other companies in the healthcare industry, including managed care services, consumer marketing and prescription services."
InContact offers a connectivity backbone with a call center software platform and is delivered via a Software-as-a-Service (SaaS (News - Alert)) model.
Last month TMC's Kelly McGuire reported that Salesforce.com selected inContact for the company’s partner program.
The collaboration between the two companies will integrate the service cloud 2 and force.com platform, for a real-time customer care system that is based in Salesforce.com’s (News - Alert) sales cloud, McGuire said, which will improve lead and contact management and, in turn, free up salespeople to focus on expanding customer relationships:
"Kendall Collins, chief marketing officer at Salesforce.com, said that the service cloud is the next generation solution for customer service. Therefore, the collaboration will only add to the progressive and evolving solution."
According to company officials, McGuire said, "the sales cloud is designed to deliver companies everything they need to improve sales dynamics. What’s more, the new partnership with inContact and Salesforce.com will cater to organizations of all sizes."
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Patrick Barnard
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