Avaya IP Office Communications Solution for Healthcare Applications

Transcription

1 Avaya IP Office Communications Solution for Healthcare Applications

2 Avaya strategic priorities for SME markets Simplicity Customer Service User Experience Customer Benefit Easy to understand, buy and finance Solutions that help SMEs deliver better customer service and retention Applications that are intuitive to use Channel Benefit Seamless and profitable for channels to learn, sell, install and support Products that sell and services that save time Easy deployment and ability to support for channels

3 Why target SME verticals? SME verticals are more likely to adopt UC technologies Over 40% of SME vertical businesses employ telecommuters; 47% use smartphones More than 50% of SME verticals plan to purchase IT equipment in the next year Many using low-cost or dated communications systems Easier to sell a repeatable solution Position a compelling solution based on a certain vertical market / needs Bundle together components that can address multiple pain points Grow and promote your expertise in select vertical markets Greater potential for "total enterprise" sale vs. "single site" Bigger "wallet share" source: IDC Vertical Market study July,

4 SME verticals - communications landscape Many SME verticals using single- or 2-line phones Low cost Limited capability Hosted telephony not widely adopted (~11%) better suited for larger firms with multiple locations Banking / finance, engineering firms lead ~30% still using key systems Over 65% in the education vertical 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Opportunity exists to migrate customers to more advanced technology None Hosted PBX KTS 1- or 2- line source: IDC Vertical Market study July,

5 What Avaya IP Office can do for SME verticals Anytime, anywhere access Get urgent communications to clients, co-workers, and other personnel in office or on the road Simplify Access to Information Users can access corporate , voice mail, data, etc. via personal digital devices (cell phone, PDA, laptop), anywhere at anytime Easily manage their communications system Manage their company s entire communication system (one site; multiple sites) via a single web browser interface, securely accessed from any PC Conference Calls Built-in 128-party conference bridge for use at any time, eliminating fees to service providers Tools to make them more productive Get phone and PC-based communications tools that enhance productivity, simplify voice and data communications These areas were identified as being critical for SME vertical firms in research conducted for Avaya by Access Markets Intl. 5

6 Focus on healthcare - opportunity Small and medium healthcare organizations are increasing their technology spending Over $10B spent in 2008 on telecommunications* Practices looking to use technology to improve efficiency and margins Challenges: Cost containment need to accomplish more in terms of quality, service, and support with less resources and at less cost Staff shortages number of experienced medical professionals dwindling, more expensive to attract and retain Increased competition providers and physicians competing for a limited number of patients Improving the quality of care and increasing patient satisfaction while generating profitable revenue are key drivers for these firms * - source: AMI Partners study on healthcare firms May,

7 Avaya IP Office healthcare solution Control costs and increase efficiencies One number access for doctors or staff eliminates multiple devices Route calls quickly to appropriate staff to minimize guest hold times Automate appointments, pre-surgical reminders, and post-discharge follow-up Real-time detection and notification of emergencies Improve level of patient care Drive incremental revenue streams Schedule automatic health check or daily reminder calls to patients Housekeeping status for hospital beds / rooms Patient self-service lab results and prescription refill Offer phone and voic access to patients at extended or long-term care facilities Integrated call accounting and billing Provide medical call center solutions Past Due Invoice Reminders For Doctors Offices, Hospitals, and care facilities

8 Avaya IP Office applications suite USER PRODUCTIVITY Receptionist GROUP COLLABORATION IP Office Essential Edition Office Worker PLATFORM AND PHONES Mobile Worker Tele- Worker IP Office Preferred Edition Pre-requisite: Essential Edition Power User Choose Based on the Number of User Types you Have (One Time Seat License) One Edition License Covers All Users on the Server (i.e., Location) Agent Supervisor IP Office Advanced Edition Pre-requisite: Preferred Ed. OTHER OPTIONS Hardware & Software Warranty & Services Accessories & Adjuncts Application Partners Communications Server Phones Multi-site Options Financing

9 One number access for medical staff Ensure doctor or hospital staff is reachable whenever, wherever Delivers one number access to staff roaming the property via a mobile device Automatically routes incoming calls to mobile, desk, even (if appropriate) home phone Synchronizes voice and Get voice messages in Hear as voice messages (text-tospeech) Improve responsiveness for staff and patients Doctor or hospital staff can immediately respond to patients and each other as needed Control costs and simplify Doctors or nurses no longer require multiple devices to carry and manage

10 Automate patient-provider communication Deliver enhanced self-service with low-cost efficiency Schedule automatic patient reminders Reduce patient no-shows or wrong-shows Minimize lost service revenue Send via phone, , and/or SMS Patient self-service lab results Dynamically finds personalized data for calling patient Automatic transfer to a doctor or nurse for discussion of sensitive information Database updating and reporting Post-surgical / discharge care Proactively contact patients with medication(s) Rehabilitation instructions Ensure superior service while optimizing critical staff time

11 Quick retrieval of patient data Help nurses and clinical staff provide immediate, high quality care Visual control center for emergency notification and real time call flow Tailored patient alert, notification console, and inbound call queue monitor Monitor emergency triggers Nurse call button 911 Trace source of alerts to extension, floor, or room Emergency notification User broadcast SMS Audible alarms Retrieve critical files immediately through automated database integration Access from a browser, tablet or smartphone

12 Manage hospital bed and room status Update availability, housekeeping, and provision service in real-time Housekeeping status Room cleaning in process Room clean and ready for patient admission Room is not clean Customize additional status codes as needed Room availability Allow housekeeping or hospital staff to update room availability (vacant, occupied) Provision telephone service Turn local and long distance dialing on or off Enable in-room voic 911 Alarm Real-time billing Minimize healthcare associated infections (HAI) Reduced patient wait time and increased patient satisfaction Maximize revenue opportunity

13 Accurately track telephone usage Detailed call accounting and reports to improve margins Monitor and track phone usage for patient and/or staff Bill for local, long distance and international calls Add surcharges / uplifts to patient calls Identify and prevent fraud Standard and ad hoc reports Profit margins Nightly audit reports Integrates with existing healthcare billing systems Supports analog, digital and IP phones Improve profits while reducing expenses 2010 Avaya Inc. All rights reserved

14 Integrated call center solution Deliver a personalized, high-touch experience for patients Customer Call Reporter delivers: Simple & Intuitive Reporting Minimum User Training Required Browser/Thin Client Architecture Track and measure patient service and agent productivity levels with: Built-in ACD functionality Real-time and historic reporting Location-based business intelligence Personalize patient service depending on region Deploy a world class medical call center Provide patient access to registered nurses, health coaches, and referral specialists Agents can work remote or on-site Business analytics to drive decision making Tailored to small and mid-sized healthcare providers Can support up to 150 agents, 30 supervisors and one administrator

15 Healthcare solution feature matrix Avaya IP Office and DevConnect Partner solutions Avaya IP Office DuVoice DV4 / DV200 RSI Shadow CMS Computer Instruments e-ivr Tiger TMS Hotel Pro Patient and staff messaging Auto attendant Multi-lingual One Number Access Automatic Call Routing Sync Voic to Provision hospital room phones 911 Alarm Real-time billing / call accounting Patient check-in / out / move Schedule patient reminders Housekeeping update Call center software

16 Healthcare solution network diagram Typical implementation of IP Office and DevConnect solution with HMS Avaya IP Office Trunk lines (or T1) PSTN Healthcare Facility Management System Guestroom phones RS232 RS232 TCP/IP Analog Extensions Staff phones DevConnect solution VM / AA / Patient Reminder IP Office Manager IP Office Advanced Edition Call Accounting (optional)

17 Avaya SMEC Healthcare Go-to-Market Simplification, Customer Service and User Experience Channel Components Training Global distribution: IP Office NA Distribution: DuVoice, Computer Instruments Global direct: DuVoice, RSI EMEA direct: Tiger Avaya provide software and phones DevConnect Partners provide software and server(s) IP Office certification required Training on DevConnect solution direct from provider

18 Healthcare vertical toolkits Tools to help you understand and succeed in underserved market PARTNER ACS Migration Toolkit For more information on Hospitality Vertical and Sales Tools:

19 Summary Control costs and drive efficiency One number access for doctors or staff eliminates multiple devices Route calls quickly to appropriate staff to minimize guest hold times Automate appointments, pre-surgical reminders, and postdischarge follow-up Improve patient service levels Schedule automatic health check or daily reminder calls to patients Housekeeping status for hospital beds / rooms Patient self-service lab results and prescription refill Drive incremental revenue Offer phone and voic access to patients at extended or long-term care facilities Accurate call accounting and billing Integrated call center software 2010 Avaya Inc. All rights reserved. 19

20 THANK YOU

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