Go BackUSA: UCN inContact enables 25% average monthly call volume growth for RNs On-Call for past two years
UCN theinnovator of hosted contact center communication systems, reported thatGreensboro, North Carolina-based RNs On-Call, a virtual provider of telehealth support services for physicians, is using the UCN inContact ACD solution to achieve over 25% month-over-month increases in the number of customer calls handled by the company's registered nurses during the past two years.
Founded in April 2006, RNs On-Call provides 24/7/365 virtual call center patient support services for physicians in more than 150 languages through its rapidly-growing workforce of at-home registered nurses.
To improve the continuity of patient care and meet the accelerating needs of physicians, RNs On-Call utilizes inContact to automatically route calls from a physician's office to RNs On-Call nurses during nights, weekends or anytime physicians need support throughout the day.
The use of inContact technology helped RNs On-Call to become one of 10 finalists for the Fifth Annual Dell/NFIB (National Federation of Independent Business) Small Business Excellence Award. Referring to RNs On-Call and other finalists, Frank Muehleman, vice president and general manager of Dell small and medium business said, "The number one reason small businesses use technology is to better serve customers. [RNs On-Call] is applying technology in innovative ways to break new ground and raise the bar."
According to Edwin "Tuck" Corvinus, president & CEO of RNs On-Call, "With inContact we can provide services like any large hospital call center without buying any equipment or hiring a large IT staff to run it. That's an exceptional thing for a rapidly growing virtual company InContact allowed us to shorten our development time from years to months. We have been able to mold inContact to our needs from the get-go, which demonstrated how this is an extremely flexible and powerful system."
Through the RNs On-Call inContact solution, doctors are freed to enjoy to enjoy more family and personal time, since more than 90 percent of cases are successfully managed without involving a doctor. Patients also benefit, since they can receive quick and direct access to healthcare information without leaving a message on an answering service.
And nurses enjoy the benefit of working outside of what Corvinus calls an "increasingly stressful" clinic or hospital environment. Though the specific number of nurses involved in RNs On- Call is proprietary information, Corvinus credits the inContact-powered telehealth solution with providing RNs On-Call a healthy supply of nursing talent and notably in a time of a national nursing shortage.
Said UCN CEO Paul Jarman, "RNs On-Call exemplifies how inContact drives improved agent and customer satisfaction with the at-home work option and efficiencies in call routing. We're seeing a pattern of small to mid-size companies turning to inContact as a cost-effective means to manage their call center communication needs, especially those with multi-site locations and at- home agents."
Added Corvinus: "Healthcare is increasingly becoming a 24/7 operation and many doctors are turning to our services to reduce their workload, overhead and administrative responsibilities. Our ability to manage this rapid growth has been strengthened substantially by inContact's call flow automation and management, strong virtual call center capabilities, and intuitive programming and IVR controls."
"InContact enables us to utilize the latest and finest telecommunications technology to connect patients directly to our highly-qualified nurses," continued Corvinus. "This is truly a win-win-win situation for all."
About UCN
UCN (Nasdaq: UCNN) is an innovator of software as a service (SaaS) applications for multi-site contact centers and distributed workforces. The UCN inContact(R) platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. UCN's patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI.
Agent performance optimization features include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop. The inContact all-in-one on-demand platform delivers rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier- grade redundancy. To learn more about UCN, visit www.ucn.net.
About RNs On-Call
RNs On-Call ensures continuity of care for patients while improving quality of life. As an extension of the physician's practice, RNs On-Call's services allow the patient to receive quality after-hours care while physicians receive only those calls that require intervention by a provider. The management team has a unique breadth of experience in nursing, business management, and technology solutions. With over 100 years of combined experience, RNs On-Call has built a suite of services that sets the new benchmark in telehealth support. For more information, visit www.rnson-call.com.
Date - 07/05/2008
