MedInvest Group automated patient care based on Naumen platform

2021: Naumen Contact Center Implementation

On September 23, 2021, Naumen announced that the contact center of MCC-MIG LLC was modernized on the basis of the Naumen Contact Center solution, the communication platform automated the processing of patient calls from medical clinics and ensured the uninterrupted operation of the contact center at 99.99%.

NAUMEN was introduced to replace the previous solution, which did not meet the requirements of reliability and significantly limited the ability to obtain the necessary reporting. With the help of Naumen Contact Center, the medical contact center of MedInvest Group Group of Companies routes incoming patient appeals among more than 30 regional branches. The system itself determines the destination of the call depending on the area code and the telephone number of the subscriber. Incoming calls are distributed to contact center operators using IVR scripts, which take into account the presence of weekends, holidays and shortened working days. Outside working hours, incoming calls are served by an autoinformer who reports on the schedule of work of medical institutions.

A large amount of work of contact center specialists is also associated with calling patients whose numbers have to be dialed manually, including from paper documents. This process required a higher degree of automation. Now, when you enter a number in the operator's work window, the patient's questionnaire opens, and when the call is completed, the completed data is automatically saved in the system.

The pandemic of coronavirus has led to a significant increase in the burden on all our medical institutions. This could not but affect the work of the contact center. Compared to the pre-species period, the average number of incoming appeals increased by 1.5 times. Failures in telephony have become more frequent, "said Yana Gudym, General Director of MCC-MIG LLC. - Transition to Naumen Contact Center platform ensured stable operation of contact center. By automating processes, we were able to cope with the increased workload almost without increasing the staff. In addition, we have effective tools for analytics and personnel quality control.

Medical institutions and the entire world health system have experienced and continue to experience shock loads, including those related to remote patient care, "said Andrei Zaitsev, director of the automation department of contact centers and robotic systems at NAUMEN. - In this situation, it is important to look a step forward, and introduce technologies that will provide the potential for further development.