The integration of ContactAssist with 8x8 XCaaS™ (eXperience Communications as a Service™) - which includes cloud contact centre, voice, team chat, and video meetings capabilities in a single-vendor solution - allows both private and public sector healthcare providers to enhance employee communications, collaboration, and customer engagement.
ContactAssist is designed by Oak to help busy GP practices achieve the dual goals of providing great service to patients and fulfilling official targets. Sitting between the surgery’s clinical record system (EMIS, SystmOne) and their phone, it saves receptionists and doctors valuable time by linking incoming numbers with patient records for faster caller identification.
ContactAssist also captures new phone numbers to keep contact records up to date, which means better communication with patients, fewer DNAs, and the ability to provide services over the phone. Preloaded alerts and notes prompt staff to meet quality and performance targets and provide a better level of care and support to patients.
Jamie Snaddon, Vice President, General Counsel & Managing Director, EMEA at 8x8, Inc., commented,
“Healthcare organisations, both in the private and public sector, such as the NHS, are faced with unique requirements when it comes to enhancing the employee experience to deliver excellent patient services and care. By integrating ContactAssist with the 8x8 XCaaS cloud communications and contact centre solution, healthcare providers have access to a modern communications solution allowing them to provide a better experience for their patients. This integration demonstrates our commitment to innovation and always meeting our customers’ needs.”
William Emm, CEO at Oak Innovation, commented,
“We’re delighted to be working with 8x8 to take ContactAssist to a broader audience. In the wake of Covid-19, healthcare practices remain under pressure to deliver on both efficiency and patient care; ContactAssist helps them achieve both. With more services being delivered online and over the phone to fit around people’s busy lives, having the correct contact details and tools like Click-to-Dial makes the job easier and hugely improves the patient experience.”
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