Guaranteed Contacts

Guaranteed Contacts is an inbound/outbound contact management system designed with complete integration, to create a highly efficient method of contacting patients.

Operating as an integrated add-on module to the Artiva Healthcare system, the Guaranteed Contacts system is integrated with the system database and account workflow tools. The Guaranteed Contacts system is designed to maximize account representative productivity by relieving representatives of the dialing function, reducing “wait time,” and providing a continual flow of “live” contacts.

Guaranteed Contacts Benefits:

Seamless Integration

One of the highlights of the Guaranteed Contacts system is the seamless integration with the Artiva Healthcare system. The need for file transfers or uploads and downloads is eliminated due to the use of one database. Your accounts will no longer get lost or delayed in overnight processing, incomplete or failed transfers, or rebuilding of files.

If any action is taken on an account that resides in a dialing campaign of numbers, the Guaranteed Contacts system automatically removes the account from that campaign. This eliminates potential for harassment from unneeded calls. Keeping management and account representatives in touch with production goals and results is achieved as all activity is online and real time. All Guaranteed Contacts system control is performed from the Artiva Healthcare system menus.

The Guaranteed Contacts system offers the ability to have multiple directories in multiple locations served by a single dialer or to have multiple dialers served by a single directory, without any additional software applications. When an account representative’s process fails due to operator error or network failure, the GC High Availability software allows for automatic process restart keeping productivity at its highest.

The Guaranteed Contacts system also provides the ability to change the dialer parameters that control least cost routing, campaign dialing and Call-by-Call Blending without restarting the dialer or rebuilding dialer pools.

Increase Productivity

Because of its seamless integration with the Artiva Healthcare system, the Guaranteed Contacts system increases the contact rate while account representatives use account information screens. The system’s advanced algorithms filter non-live accounts and passes live accounts directly to the account representatives, significantly reducing the cost per contact, as contact rates often increase threefold.

Call-by-Call Blending gives account representatives the ability to continue outbound calling while managing inbound calling simultaneously. Utilizing Automatic Number Identification (ANI) you are able to route calls based on account ownership and perform automated account searches and screen pops on inbound calls.

The Guaranteed Contact system gives you the ability to dynamically record calls and attach the recording directly to the account record, reducing the speed for retrieval. Also, historical recordings can be played back directly to the patient.

Configuration of the Guaranteed Contacts system is flexible enough to adjust the pacing of each campaign for a wide variety of business needs, which can include the need to work accounts as fast as possible, but to never place a contact on hold or hang up on a contact. Through the seamless integration, the response time between the account screen actions and the dialer operations is exceptionally fast when compared to nonintegrated dialing engines.

Enhance Management Control

The Guaranteed Contacts system allows managers to monitor their account representatives call activity by providing tools that include:

• The ability to evaluate staff production and efficiency, real-time and historically.
• The ability to analyze call statistics along side collection statistics using standard Artiva Healthcare reports.
• Having complete control over the system parameters and pool selection, maximizing account representative efficiency and productivity.
• Campaign Pool Linking can seamlessly migrate representatives from one campaign to another based on a wide variety of criteria including penetration rate and time of day.
• Real-time monitoring of account representative performance through the use of the GC Command Center tool in a user friendly graphical format. This tool provides real-time advanced monitoring features such as; Chat (Coach), Listen, Barge-In, Commandeer, and Whisper during the account representative's live call, assisting clients in monitoring account representatives and the way in which the client’s accounts are worked.

Increase Efficiency

The Guaranteed Contacts system maximizes efficiency by automatically managing the mix of inbound/outbound calls, always giving priority to inbound calls. The built in ACD functionality provides for advanced inbound routing matching client specifications. The system is completely flexible in its account representative connections allowing direct T-1, ISDN or VoIP through SIP.

Dialed Number Identification Service (DNIS) enables you to route calls to the proper account representative group based on specific skill sets or client criteria. The Guaranteed Contacts system also has answering machine detection which immediately identifies operator intercepts or answering machines, and will pass the call to an operator, hang up, or leave a recorded message on the answering machine.

The Guaranteed Contacts system’s outbound dialing modes include Predictive, Progressive, preview and Unattended dialing, enabling you to tailor your activity to your clients’ needs. The system’s pacing algorithm dynamically adjusts itself to minimize account representative wait time and consumer hold time. It also has the ability to operate from 1 to 600 dialing pools simultaneously, each with different pacing options.