MicroAutomation, a systems integrator of contact center solutions, developed and implemented a Healthcare Analytics solution to help major healthcare providers monitor the efficiency of their call centers.

This solution will help healthcare providers stay in compliance with service-level agreements, identify strengths and weaknesses within the automated components of their contact center, and assist with continuous improvement efforts by pinpointing system or caller issues, then measuring how enhancements perform.

"This solution allows healthcare companies to receive a comprehensive view as it relates to performance of their contact centers," said Dan Abernathy, vice president of sales and marketing at MicroAutomation. "It provides historical and real-time analytics to track overall contact center performance.  Additionally, by placing the reporting data into easy-to-read graphical displays, the interpretation of critical information is simplified for all business users."

MicroAutomation’s development of the Healthcare Analytics solution was driven by increasing pressures on healthcare organizations to meet increasingly stringent industry regulations and the growing demand for self-service options from healthcare providers, pharmacies, and beneficiaries.  Additionally, healthcare organizations have a growing need to extend the "inception to termination" call tracking concept beyond the agent desktop and include all automated systems in the analysis of critical data as well.