HoduSoft

  "Disaster recovery planning is not about anticipating the disaster itself; it is about anticipating the needs of the business after the disaster has occurred." This quote of noted independent IT and business technology consultant John William Toigo is a reminder why call and contact centers need to take disaster recovery more seriously. Disasters don't come with prior warnings. They can strike anywhere, anytime. In such scenarios, call and contact centers must make sure that they can deliver uninterrupted customer service. That's because, if they don't, then they will end up frustrating and alienating their customers during such critical times. This is where  multi-tenancy architecture in IP PBX systems and call and contact center software solutions can significantly enhance disaster recovery strategies.  Here are some key points explaining how multi-tenancy can enhance disaster recovery in call and contact centers: 1. Resource Efficiency Multi-tenancy allows m

  For every customer-facing organization, response time matters a lot. In today's age, people expect organizations to respond to their queries and concerns quickly. But for some, such as the ones in the healthcare sector, response time can mean the difference between life and death. That's why all customer-facing organizations must take their response time extremely seriously. They need to be obsessive about it. The industry standard of average speed of answer is 20 seconds. Whether it's audio calls, text messages, instant messages, emails, or social media notifications, contact centers should take 20 seconds or less to answer every incoming query. For that, they need to leverage omnichannel communication tools that will help them integrate various communication channels—such as phone, email, chat, social media, and SMS—into a single, cohesive platform. By doing so, they can track customer interactions across channels, ensuring a unified experience. Here’s how omnichannel c

  Timely and effective communication can save lives. Delayed and poor communication can take lives. That's the impact of communication in the contemporary healthcare sector! If you happen to be an owner of a healthcare organization or a hospital, then it would be prudent to leverage advanced and reliable communication tools available in the market. Some such communication tools include call and contact center software , which can automate a wide range of manual and repetitive tasks associated with making or receiving calls. Now, when selecting the right type of call and contact center software for your healthcare organization, you need to know the top features a good call center software solution should have. This article lists five key features a call center software must have to enhance patient experience in the healthcare sector. Read on and thank us later. 1. Advanced Call Routing Healthcare organizations and hospitals must ensure that all incoming calls reach the right departm

  The advent of Internet Protocol Private Branch Exchange (IP PBX) software has come as a boon for hospitals and healthcare organizations. It has transformed how hospitals manage internal and external communications. This blog explores how IP PBX is revolutionizing hospital communication, enhancing patient care, and streamlining operations. What is IP PBX? Some decades back, in the 70s and 80s, hospitals and healthcare organizations relied on traditional Private Branch Exchange (PBX) phone systems. It used analog lines and wired extensions to make and receive phone calls. IP PBX is a modern telephony system that emerged in the early 90s after the advent of the modern internet as we know it today. It leveraged Internet Protocol to manage calls as well as operate over a network seamlessly integrating voice, video, and data communication. Benefits of IP PBX in Hospitals As stated in the introduction, the introduction of IP PBX systems came as a boon for hospitals and healthcare organizat

  Appointment management and follow-ups—these two things are extremely crucial for healthcare organizations to ensure patient satisfaction and operational efficiency. In the past, when a majority of healthcare providers (namely small and medium ones) didn't have leverage in terms of technology, scheduling appointments and following up with patients could be challenging. But now, with the evolution of digital technology and availability of call center software , healthcare providers of all types and sizes can streamline their processes, reduce no-show rates, and enhance overall patient care.  This blog explores how call center software can transform appointment management and follow-up procedures in the healthcare industry. The Importance of Efficient Appointment Managemen t Appointments are the backbone of healthcare services. Effective appointment management ensures that patients receive timely care while optimizing the use of healthcare resources. However, managing appointments c