Healthcare

Make patient experience a priority

Healthcare

Patient experience should be a key priority for healthcare providers. The rise of new digital channels means consumer demands are changing and customers have considerably less patience with poor experiences. In a recent industry survey, over two-thirds of patients said that just a single bad customer experience would negatively impact their loyalty to a healthcare organisation.  

Customers expect their healthcare provider to expand traditional channels of communication and offer intuitive self-service options. The latest IVR systems, voice-driven applications and chatbots can provide an easy solution to this problem, helping providers to reinvent processes while offering high customer service levels. By providing easy, trouble-free access to critical information at when it is needed most will build trust and customer loyalty.  

However, assuring the current CX is consistent when making major changes to your environment, has made it difficult to provide a consistent high-quality customer experience. Upgrades are even more difficult to implement especially when working on heterogeneous networks of multi-vendor equipment and applications. On top of that rigorous testing is required to ensure flawless journeys and this is just not possible without powerful automated testing capabilities. 

Hammer provides a vendor agnostic service to accelerate, de-risk and transform the cloud migration experience reducing costs and significantly accelerating transformation. The Hammer solution helps the world’s top insurance providers achieve cost containment objectives—while enhancing customer experience. Work with Empirix to: 

  • Test call recording assurance for regulatory compliance and SLA performance 
  • Ensure you can meet peak demands during open enrollment 
  • Actively monitor end to-end to ensure a positive customer experience from initial contact to agent 
  • Validate multi-vendor environments, including equipment, configuration settings, and interoperability 
  • Move to a faster, more agile approach to software development with extensive automated testing capability. 
  • Test and measure pre- and post-deployment scenarios to eliminate rollbacks and accelerate release cycles 

Highlights

IVR monitoring

IVR monitoring

End to end regression testing

End to end regression testing

Automated Screen pop and CTI testing

Automated Screen pop and CTI testing

Stress & Seasonal testing

Stress & Seasonal testing

Use cases and features

Test call recording assurance

Test call recording assurance for regulatory compliance and SLA performance.

Meet peak demands

Ensure you can meet peak demands during open enrollment.

Monitor end to-end

Actively monitor end to-end to ensure a positive customer experience from initial contact to agent.

Validate multi-vendor environments

Validate multi-vendor environments, including equipment, configuration settings, and interoperability.

Eliminate rollbacks and accelerate release cycles

Test and measure pre- and post-deployment scenarios to eliminate rollbacks and accelerate release cycles.