TORONTO, ON–(Marketwired – October 20, 2016) – Telax™ , a leading North American cloud contact center software provider has been selected by one of the largest integrated systems of health providers, clinics and hospitals in the United States, Los Angeles County Department of Health Services (DHS), to provide an advanced contact center solution that will enhance the patient and caregiver communication experience.
Telax will be modernizing the Los Angeles County DHS patient call flow and communication process by integrating phone and chat, while introducing a number of new built-to-suit IVR features and workflow best practices, that will in turn foster timely and efficient service, reduce call wait times and give patients perpetual access to caregivers.
“We are proud to be working with Los Angeles County Department of Health Services,” said Allister Quinteros, Director of Business Development and Partnerships at Telax. “We believe this is a perfect match, and that we can facilitate their value proposition by marrying our contact center technology and services with their desire to offer a superior patient call flow experience.”
Telax contact center solution will allow Los Angeles County DHS to access several key features, such as outbound, inbound, and reporting and tracking tools. The DHS will have newfound capabilities to gather data and assess workflow management, best practices, patient-caregiver information and conversations. They will also be able to identify the type of patients making inbound calls, number of outbound calls, how the calls are managed, what agents are providing an optimum experience, and how long patients are on the phone.
“In our mission to provide the best care in the world, we are expanding our lost cost no cost health care services. This is causing an influx of patients seeking medical help, and it is our priority to make it easier and faster for them to get that help,” said Richard Rodriguez, Director of Business Operations. “We are the second largest health system in the US, and we have a responsibility to provide quality care to everyone. Telax will help us maintain our high standards of service, by facilitating an optimum patient experience.
The Telax built-to-suite technology offering will also compliment the Los Angeles County DHS “MyWellness” web portal, where patients can easily access medical records, manage their healthcare and schedule online chats.
About Los Angeles County Department of Health Services (DHS)
The Department of Health Services (DHS) is the second largest municipal health system in the nation. Through its integrated system of 19 health centers and four hospitals — and expanded network of community partner clinics, so patients get the right care at the right time — DHS annually cares for 670,000 unique patients, employs 19,000 staff, and has an annual operating budget of $4 billion. They ensure access to high-quality, patient-centered, cost-effective health care to Los Angeles County residents through direct services at DHS facilities and through collaboration with community and university partners.
Telax is the only cloud contact center software provider that partners directly with Cable Service Providers to become an extension of their product offerings. Businesses get a top-quality contact center software and expertise that integrate seamlessly into their existing operations. The result is a better customer experience today and a better organization tomorrow. And Everybody’s Happy.™