TMCNet:  HDL selects Genesys Outbound IVR technology for appointment scheduling system

[September 20, 2013]

HDL selects Genesys Outbound IVR technology for appointment scheduling system

Sep 20, 2013 (MarketLine via COMTEX) -- Genesys Telecommunications Laboratories, a provider of customer experience and contact center solutions, has announced that Health Diagnostic Laboratory, Inc., or HDL, will be integrating Genesys Outbound Interactive Voice Response, or IVR, technology into its SaaS-based appointment scheduling system.


HDL, Inc. will now be able to provide proactive outbound patient appointment reminders and an opportunity for patients to reschedule an appointment if needed. This proactive outreach reduces the amount of revenue lost due to missed appointments.

Genesys' Outbound Interactive Voice Response (IVR) solution will enable HDL, Inc. to place an automated appointment reminder phone call to a patient on-demand, proactively engaging patients with actionable options and two-way communication.

HDL, Inc. chose Genesys to provide proactive customer care with outbound appointment reminders because the solution could be quickly and easily integrated into the existing TimeTrade platform. Currently, if patients want to reschedule an appointment, they will be transferred to an agent or Clinical Health Consultant. The next phase of the implementation will enable patients to reschedule appointments within the IVR, further reducing costs.

"Missed appointments are a common problem in the healthcare industry, causing lost revenue that cannot be recovered," said Michael Woodward, Chief Information Officer of HDL, Inc. "With the addition of outbound reminders, patients have the opportunity to confirm or reschedule a visit, freeing up potentially available time slots for other patients and increasing attendance at confirmed appointments." "Proactive Customer Care using an Outbound IVR provides a cost-effective solution for communicating with patients," said David Rennyson, Executive vice president of Genesys Cloud. "This type of proactive service strategy ensures a positive experience and strengthens the relationship between the patient, the Clinical Health Consultant and HDL, Inc." http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon

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