Johannesburg, 14 Feb 2005
Sovereign Health, a medical scheme administration company, recently implemented an interactive voice response (IVR) system to improve its service delivery to providers. The company implemented this solution as part of its ongoing drive to deliver outstanding service to providers, particular with regards to member benefit queries.
"Our providers required a communication medium that enabled easy assistance with queries regarding member benefits," says Alan Hockey, operations director at Sovereign Health. "To address this need, the company 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."
Analog and Digital Communications, Sovereign Health`s voice services provider, proposed a solution that seamlessly integrated with its existing Avaya INDeX PABX system and Oracle database. The IVR system that was implemented is a component of the Avaya IP Office Voicemail Pro and connects via an E1 QSig 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 Communications suggested this solution - which proved to be the answer."
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 into the IVR system and enter their practice number for validation. They can then enter the member`s number and dependant code, which the system will confirm. Finally, the value of the required benefit is entered and the system then runs a database query to establish whether the specified value is available. All data during the call is captured in Sovereign`s workflow management system and provided with a reference number.
Additionally, the Avaya Voicemail Pro Manager provides 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 interacting 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 Avaya Voicemail Pro Manager is currently processing approximately 1 400 calls daily and we have had very positive feedback from our providers," says Hockey. "The speed at which providers 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 Avaya IP Office product suite locally - believes 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-effective 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 Development at Kathea Communications. "This solution is designed to meet customers` specific requirements and we expect the implementation to add value to Sovereign Health`s service delivery."
Kathea Communications will offer this product through its national base of accredited partners, which includes some of SA`s major IT corporations.
Providers:
Analog and Digital Communications - www.and.co.za or info@and.co.za
2Cana Solutions - www.2cana.co.za
Avaya - www.avaya.com
Share