IVA Contact Center – Overview

DecisivEdge Deploys Outbound IVA Contact Center for Behavioral Health Company

A growing behavioral health company was experiencing less than satisfactory outpatient appointment show rates. Patients were missing appointments because they forgot, or didn’t put the appointment on their calendar, or couldn’t get a ride to the facility to meet with their counselor.

The practice was for advisors to manually call patients to remind them of their scheduled appointment date and time, but did not involve scheduling an outbound call with IVA contact center.

If the patient didn’t pick up, the advisor would leave a voicemail with the appointment date and time and manually send out a text message to the patient’s cell phone they had on file.

The process was ineffective, inefficient, and expensive to staff. There was a cost effective solution by implementing an outbound IVA contact center solution available in Five9.

DecisivEdge CX Transformation team helped design and implement Five9’s Intelligent Virtual Agent (IVA) to automate the outpatient appointment reminder process and improve the organization’s show rates.

Five9 outbound IVA contact center solution automates the appointment reminder for patients all the while letting patient advisors focus on critical functions.

Download the case study and learn how DecisivEdge automated the outpatient procedure with Five9’s IVA contact center solution.

Contact us to learn more about DecisivEdge can help your organization with our deep Five9 knowledge and IVA contact center solution expertise.

Learn More – IVA Contact Center