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Patients today have far greater choice in where to seek care as competition between healthcare organizations increases. To attract and retain patients, hospitals and other organizations are working diligently to improve each patient’s experience and journey with healthcare. From reducing wait times and simplifying referrals to improving communication and streamlining prescription refills, there are a myriad of interactions that can be improved or optimized to create a better patient experience journey.
The first step in building a better journey is to truly understand patient experiences in healthcare settings and whether these interactions met their expectations. For this insight, most organizations turn to the place where patient communication is most concentrated – the healthcare contact center. However, most solutions for extracting insight from conversations between agents and patients are too limited, as they sample and measure only a fraction of conversations.
The CallMiner Eureka conversation intelligence platform offers a better alternative, enabling organizations to capture and analyze 100% of conversations across all channels.
Creating a superior patient experience journey requires healthcare organizations to have keen insight into what patients expect from their healthcare interactions and whether each touchpoint on their journey met those expectations. Traditional solutions for measuring and improving patient satisfaction in healthcare such as CAHPS, LeapFrog, and Press Ganey surveys only capture a small sample of responses, and those tend to be polarized by extremely positive or negative emotions. Manually reviewing the content of calls to medical or insurance call centers is too time-consuming, resulting in delays of weeks or months in getting valuable information.
In contrast, conversation intelligence can capture 100% of patient conversations to deliver real-time insight and instant post-call analysis. Conversation intelligence uses AI and machine learning to extract meaningful insight from unstructured information in calls, emails, chats, medical portals, and other channels. By converting this information into structured data that can be aggregated and analyzed, conversation intelligence makes it possible to gain faster, deeper understanding of the digital patient experience.
CallMiner is the global leader in conversation intelligence, delivering the most comprehensive platform for analyzing omnichannel interactions at scale. By interpreting patient conversations at the deepest levels, our platform delivers the intelligence healthcare organizations need to make better business decisions and create exceptional patient experience journeys.
No other conversation intelligence platform delivers the tools and capabilities to drive such enterprise-wide value. CallMiner Eureka analyzes every voice and text-based interaction, interpreting nuance and identifying patterns and traits that allow healthcare organizations to gain a deeper understanding of every patient.
To improve the patient experience in healthcare, CallMiner empowers organizations to:
• Understand and prioritize the needs of patients. CallMiner provides insight into how patients feel about services, processes, and policies, delivering the insight organizations need to make improvements that increase patient satisfaction.
• Accelerate revenue cycle management. By providing next-best-action guidance to agents during interactions, CallMiner helps to eliminate billing confusion and friction to help keep cash flow strong.
• Ensure compliance with HIPAA and other requirements. CallMiner automatically transcribes and scores every patient interaction to identify potential compliance risk, providing automated compliance monitoring and alerting supervisors of potential infractions.
• Improve operational efficiency. By automatically monitoring and analyzing 100% of interactions, healthcare organizations can better understand the drivers of wait times, billing problems, and other issues that impact the patient experience journey.
The CallMiner Eureka platform offers a comprehensive set of technologies for analyzing and tracking the patient experience and journey.
• Analyze, the customizable dashboard for the Eureka platform, automatically scores audio and text-based interactions to map the patient experience journey and uncover insights that drive business growth.
• Alert, a real-time call monitoring technology, combines AI-driven automated transcription and proactive alerts to provide agents and supervisors with real-time, actionable insight that can enhance patient experiences, improve outcomes, and escalate calls to healthcare providers when patients need immediate assistance.
• Coach, a solution for optimizing agent performance, offers dashboards for agents and supervisors that enable data-based feedback and progress monitoring.
• Capture, a technology for capturing speaker-separated audio, allows more accurate and secure conversation intelligence with real-time audio acquisition that can scale efficiently.
• Visualize, a powerful tool for visually exploring conversation intelligence data, offers a flexible workspace where you can discover insights by customizing and comparing graphical data.
• Redact, a solution for protecting sensitive information, automatically identifies and removes sensitive numeric data and personally identifiable information to support HIPAA compliance and ensure patient privacy.
CallMiner is trusted by many of the world’s leading organizations in healthcare, finance, insurance, retail, travel, hospitality, and other industries. No other platform offers more customizable solutions and deeper customer understanding that drives better business outcomes.
In addition to a comprehensive conversation intelligence platform, CallMiner offers turnkey integrations and value-added benefits that deliver insight faster than any other solution on the market.
• Solution Catalogue. Our prebuilt analytics content allows companies to automatically mine critical insights for specific business use cases, reducing the time, effort, and cost required to uncover insights.
• Playbooks. CallMiner Playbooks are step-by-step guides for achieving ROI more effectively.
• Language Packs. CallMiner technology is available with support for multiple languages when transcribing, redacting, and analyzing voice and text-based content.
• Speaker Separation. To parse customer and agent conversations for more effective analytics, CallMiner offers a mono-to-stereo audio call recording converter.
• Accelerator. Our intensive, personalized training program accelerates the learning curve for analysts.
• CallMiner Customer Connect. Our enthusiastic user community is an invaluable source of innovation and crowdsourced support.
A patient’s experience is the sum of all interactions with a healthcare organization. This includes care and services offered by healthcare providers as well as all the communication around scheduling, billing, filling prescriptions, and follow-up care. To increase competitiveness and to attract and retain patients, many healthcare organizations are highly focused on improving the patient experience.
A patient experience journey map identifies all points of contact between a patient and a healthcare organization. By understanding how patients feel about their experience at each point of contact, healthcare organizations can take concrete steps to better serve the patient’s needs and improve their overall experience.
Conversation intelligence is a technology that can capture, analyze, and glean insight from every conversation between an organization and its patients, customers, employees, and other audiences. Conversation intelligence platforms are typically deployed in a healthcare or hospital call center to derive actionable intelligence from conversations that take place via phone, email, chat, social media, web, SMS, and other channels. Using AI and machine learning, conversation intelligence solutions convert unstructured information in these communications into structured data that can be searched and analyzed to provide insight in real time or in post-interaction analysis.
CallMiner helps us ensure our patients aren’t encountering unnecessary hurdles and are getting what they need.
Contact Center Director, Kelsey-Seybold Clinic
The CallMiner conversation intelligence platform provides contact centers and organizations with the ability to capture and analyze 100% of conversations across all channels. The insights gleaned from analyzing interactions with customers, employees, patients, and other audiences offer tremendous benefits that drive business improvement and growth. In the sales call center, CallMiner’s sales intelligence software provides deeper insight into the mindsets of prospects and customers, helping to drive conversions and identify optimal selling behavior. For organizations that understand that happy employees mean happy customers, CallMiner can analyze interactions with employees to understand the key drivers of employee happiness and how to improve engagement, leading to better customer experiences. By monitoring the behavior and performance of call center representatives, CallMiner helps to improve training and coaching opportunities and build a culture of improvement. And in the health care call center, CallMiner can provide insight into improving patient experience, supporting initiatives for adopting healthcare call center best practices and improving patient experiences.