AudioCodes, a leading provider of converged voice solutions that enable enterprises and service providers to transition to all-IP voice networks, announces a full deployment of its speech recognition solution for incoming call routing at the Rambam Healthcare Campus, one of Israels biggest hospitals.
Prior to deploying the AudioCodes speech recognition voice routing, the Rambam Healthcare Campus had to handle a vast amount of incoming calls from patients, wishing to be directed to a specific medical department. Calls were transferred by traditional means of a DTMF phone menu requiring multiple digit input for phone navigation, or via manual handling by a phone receptionist.
By utilizing the AudioCodes speech recognition routing solution, tens of thousands of Rambams patients are now able to self-direct themselves to the desired medical service or department by voice alone. Patients simply dial Rambams main phone line, say the name of the desired medical department they wish to reach, and the call gets automatically transferred.
Ofer Kanner, Chief of Operations at the Rambam Healthcare Campus said: “The AudioCodes speech recognition technology has delivered a significant improvement in performance at the Rambam Medical Campus. Out of 1,500 daily incoming calls, only 100 of them are now directed to a human operator, whereas all other calls are handled entirely by the AudioCodes speech recognition routing solution”.
“Prior to deploying the AudioCodes speech recognition solution, we were utilizing phone receptionists for incoming call transfers, with limited availability. Following the deployment of the AudioCodes speech recognition technology within our medical center, we are now offering our callers a continuous, 24/7 automatic voice routing solution to easily transfer their calls. It also gave us the opportunity to optimize our work-force, as we can now re-allocate phone receptionists to other departments in the Rambam Medical Campus, where the addition of work force is in great need. Aside to the voice routing of incoming calls, it was only natural for us to further deploy the AudioCodes voice routing technology for the general, everyday use of our own internal employees and staff.”
The deployment of the AudioCodes speech recognition solution at healthcare campuses is gaining traction with numerous large-scale hospitals in the country and abroad, in U.S. and German markets.
Tzacki Naim, General Manager of AC Voca said: “We are extremely excited to launch our speech recognition voice routing solution at Rambam. With so many possible phone destinations, departments and services on one side and thousands of callers on the other side, our voice routing solution makes a natural fit.”
“Were seeing more and more organizations realizing the need and benefit of the AudioCodes speech recognition technology, allowing callers to reach a desired phone destination by voice alone. Our solutions make a perfect fit for todays medical centers. All have the same need to easily and promptly route calls in the most natural way – speech.”