The Health Alliance of Greater Cincinnati Selects Symago and Envox Worldwide
WESTBOROUGH, Mass. - The Health Alliance of Greater Cincinnati, a group of hospitals and physicians that provide care to area residents, selected Symago LLC and Envox Worldwide. Symago is using Envox 6 to power the speech-enabled prescription refill solution that they designed for The Health Alliance of Greater Cincinnati.
Symago's Envox-based, speech-enabled IVR (interactive voice response) solution automates the prescription processing operation of all the outpatient pharmacies associated with the Health Alliance. This new voice solution enables patients to call a pharmacy 24 hours per day, seven days a week, state their prescription number, and order their medication. The voice solution will also provide updates on prescription status, including the ability to inform callers if there are no additional refills remaining for their prescription, and then instructing them to contact their physician directly for approval.
"Our patients have an average of seven prescriptions each, so we wanted to offer them both a touchtone and a speech-enabled application," said David Fye, the ambulatory pharmacy benefit manager of The Health Alliance. "Our speech-enabled prescription refill solution provides our patients with a faster and more convenient way to place their refill orders."
Prior to implementing this prescription refill IVR solution, patients either spoke with the pharmacist directly or left a voicemail message for the pharmacist.
Symago utilized Envox 6's support for Nuance Communication's OSR 3.0 speech recognition engine to incorporate both English and Spanish into the prescription refill application. In addition, Symago leveraged Envox 6's integration capabilities to ensure that the IVR solution could communicate with The Health Alliance's Avaya Definity PBX, using DNIS to route orders to the customer's preferred pick-up location for processing.
Envox 6 is an open, standards-based communications development platform with integrated application development and management components. Using Envox 6, developers can create a range of voice solutions that offer support for standards and technologies, including VoiceXML, speech recognition, VoIP, and Web services.