Healthcare organisations face a series of challenges as they work to meet their accessibility targets, handle large volumes of incoming calls and manage their workforces efficiently. Off-the-shelf unified communications platforms have enabled these organisations to transform away from costly, inflexible, on-premise systems but often these do not make it easy to integrate with sector-specific applications or specialised systems from other vendors. In addition, valuable functionality such as analytics can be hard to accommodate, leaving healthcare organisations with incomplete access to new innovations and the existing capabilities they need to operate effectively.

These opportunity gaps and potential performance deficits create a significant opportunity for service providers to add value by layering additional functionality, integrations, features and support on top of popular UC platforms. This presents a compelling new marketplace and provides a route for service providers to replace traditional service revenues if they can demonstrate their skills and deliver the specialisms that healthcare organisations need.

“In regard to healthcare, performance and reporting is very much focused on compliance,” says Colin Gill, the Vice President of Cisco Business at Akixi.

“In the UK, primary health care must hit specific KPIs to attain and retain certain funding. So this how being able to measure and respond to KPIs in real-time is vital.”

Tasks range from triage of initial calls to doctors’ surgeries through to telemedicine and monitoring of chronic conditions. Systems need not only to be able to handle high volume, general calls, such as the 2,500 calls that UK doctor surgeries receive each week on average, but also to provide specialist support for individual patients. In addition, a large population of workers need access to patient records, consultants’ diaries, booking of facilities and mobile connectivity for workers out in the communities they serve.

Ability to support these extensive and varied demands gives service providers points of differentiation by which they can add value to healthcare organisations. By using sector-specific knowledge, service providers can tailor packages that address healthcare organisations’ limited funding to deliver low cost, low-touch deployments that help optimise staff resources. For example, a system that can provide insight into patient call volumes, times and response trends can help deliver improved call waiting times with minimal staffing costs.

Similarly, a package that enables monitoring and reporting of real-time and historic performance enables the healthcare organisation to prove it is meeting its targets and thereby enables it to secure additional funding. Service providers can enable healthcare CRM integrations with popular systems used in the sector and provide clear visibility into current call key performance indicator (KPI) levels.

Akixi has been helping service providers target verticals such as healthcare with its integration capabilities for many years and has recently added CRM integration with its acquisition of Mondago, which is now part of its offering. The new capabilities, further strengthened with Akixi CX Analytics for Microsoft Teams, delivered by their service provider, have allowed organisations such as Gleadless Medical Centre in Sheffield, UK, which serves approximately 9,000 patients, to reduce call waiting times, improve resource utilisation, enable real-time call tracking and enact strategic call management.



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