Speech technologies of CST optimized work of call center in the City clinical oncological clinic

VoiceNavigator automatically dials to patients and using the built-in speech synthesis does a reminder on date and time of acceptance. Also a system is able to recognize the speech and understands the answer of the person to a question whether it will be able to come in due time. Such solution allowed to remove huge layer of routine work for which a considerable part of working time left from operators and to release them for more complete consultation of patients.

According to the chief oncologist of St. Petersburg Georgy Manikhas, such call center is necessary in scales of all city. The idea was approved also by the Governor of Saint Petersburg Georgy Poltavchenko who examined work of call center in the course of the recent visit to the City oncological clinic.

The project is implemented by large system integrator – ICT company which specializes in automated systems in the medical industry. The created call center is a component of the global IKT-MEDCALL system designed to increase service quality of patients.

"Use of speech technologies for automation of call centers – the leading trend of development of the industry. CST is engaged in this subject for a long time and proposes a set of effective solutions for optimization of work of call centers: identifications of non-core loading, determination of the reasons of discontent of clients, quality control of work of operators. Our products optimize work of services of quality of CC, increase the level of information security and save resources", - the CEO of CST Dmitry Dyrmovsky comments.