Healthcare Contact Center Healthcare Contact Center The Cisco® Healthcare Contact Center provides the essential set of contact center functionality - call processing, prompts and rich VXML scripting, voice response collection, agent selection, queuing, and reporting. With its controlled environment and well-defined configuration and deployment boundaries, the Healthcare Contact Center is a robust solution with high availability and solution serviceability. Additional benefits are simplified ordering and deployment rollout, a simplified installation process, easier operation and maintenance, and Unified CCE Web Administration, the streamlined, browser-based administration nterface. Reference Figure 1 for a solution Improving Patient Relationships The Healthcare Contact Center provides a platform to improve communications with patients. Communications include scheduling appointments across the healthcare organization, providing language interpretation services, and patient outreach/follow up. These capabilities help enable the following business benefits: Improved access to care for patients Increasing patient satisfaction and retention Improve scheduling convenience for patients Improve access to education for patients Reduce re-admission rates in the facilities Improved patient experience Improve patient retention Reduce costs associated with costly disparate language services Figure 1. Healthcare Contact Center Solutions Overview Cisco Contact Center Virtualized Infrastructure Cisco Medical Grade Network Solution Overview Healthcare Contact Center delivers intelligent contact routing, call treatment, network-to- desktop computer telephony integration (CTI), and multichannel contact management over an IP nfrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center ■ Cisco Unified Customer Voice Portal Cisco Unified Customer Voice Porta combines open-standards support for speech with intelligent application development and industry-best call control to deliver personalized self-service to callers, either (IVR) system or transparently integrated with a contact center. Cisco Unified Intelligence Center A Flexible and intuitive web-based reporting platform, enabling easy reporting on relevant business data. Unified Intelligence Center provides a dashboard-based canvas for grouping multiple reporting objects together, offering a comprehensive view of contact center statistics at a glance. Cisco Unified Communications Manager As the core of the Cisco Collaboration portfolio nfrastructure, Cisco Unified Communications Manager is a unified communications call control platform that can deliver the right experience to the right endpoint. Cisco Finesse Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve the patient experience while offering a user- centric design to enhance customer care representative satisfaction as well. Open systems Takes full advantage of i ndustry-standard hardware platforms, gM ngthe benefits of many software functions at a modest hardware cost. The open architecture of the system can integrate with existing contact center solutions, preserving investments in traditional systems and providing a platform for future applications. Scalesfrom small, single-site deployments of a few agents to, distributed deployments that support 1,000. Because the Cisco Unifi ed Contact Center Enterprise architecture is software- based, the system scales easily without causing obsolescence of any cornponents.The solution isdesignedto accommodate changing contact center environments. Supports the I atesti n security and data integrity features and solutions. When deployed, the application servers are hardened to reducethe attack surface andsystemvulnerability. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (111 OR) EDCS-1 28000S

Healthcare Contact Center Solution Capabilities These integrated options and features are available on the Virtual Machines on the core Agent Greeting Congestion Control Courtesy Callback Database Integration via Unified CVP Mobile Agent Outbound Option Post Call Survey Precision Routing Support for Back Office Phones Unified CM-based Silent Monitoring Whisper Announcement These elective and optional features can be installed on separate servers on the same ■ All Event clients (Recording, Wallboards, Workforce Management) ■ Automatic Speech Recognition and Text-To- ■ Customer Relationship Management...