Fort Myers, Fla. and Chelmsford, Mass. – April 16, 2008 – CallMiner, the leader in advanced speech analytics, and Aspect Software, the world’s largest company focused solely on unified communications for the contact center, today announce that Evanston Northwestern Healthcare (ENH), an integrated system of hospitals and a 500-physician medical group, will be deploying Aspect® Unified IP™ coupled with CallMiner Eureka. The implementation of Aspect’s unified contact center platform that offers automatic call distributor (ACD), voice portal, dialer, quality management, and unified reporting, routing and administration capabilities, and CallMiner’s sophisticated speech analytics functionality, will enable the organization to greatly enhance overall patient care.
The ENH contact center, which supports more than 50 clinical departments and physician locations where it can route calls, is key to helping the organization differentiate itself in a competitive market. By automatically recording, monitoring and analyzing every call, the health system can apply the knowledge learned from patient conversations to improve the quality of customer service and patient care.
“Chicago is a very competitive market where patients have vast healthcare choices,” said Fran Horner, senior director of patient access for Evanston Northwestern Healthcare, “So we know we need to differentiate ourselves when it comes to patient care and service. We decided to integrate CallMiner Eureka with our existing Aspect Unified IP platform so we could create a very detailed view of our patient processes and determine how well our agents and processes are performing for the customer. Together, the solutions will let us better serve our patients by improving contact center productivity and ensuring that we are handling each call in the most sensitive and beneficial manner while maintaining compliance with healthcare regulations, which is critical to us in the overall care we are delivering to patients.”
Integrating Aspect Unified IP with Eureka provides ENH with an all-inclusive contact center platform that reduces complexity and improves the patient experience. Now, the organization can better understand why patients are calling and see how well agents are handling those calls, while ensuring reduced risk and HIPPA compliance.
“Our customers are becoming increasingly interested in how unified solutions and speech analytics can enhance their business processes,” said Serge Hyppolite, director of product management, Aspect Software. “Evanston Northwestern Healthcare has been using our unified solution for years and has seen the benefits first-hand. By coupling robust contact center capabilities with a comprehensive speech analytics solution, the organization will be able to enhance their services and deliver tangible value to their patients.”
“CallMiner’s speech analytics technology will help Evanston Northwestern Healthcare differentiate itself because it will now have access to the ‘true’ voice of its patients,” said Jeff Gallino, CTO, chairman and co-founder for CallMiner. “Eureka automatically captures and analyzes all details from every contact center call so the organization can apply that knowledge to improve customer service and agent quality. By utilizing both Aspect Unified IP and Eureka, Evanston Northwestern Healthcare will be able to further discover areas for coaching and training, helping the organization realize tangible productivity improvements very quickly in a competitive environment.”
About Evanston Northwestern Healthcare
Located in Chicago’s northern suburbs, Evanston Northwestern Healthcare (ENH) is an integrated healthcare system that includes Evanston, Glenbrook and Highland Park Hospitals, ENH Medical Group (comprising 68 medical offices and facilities), ENH Home Services, ENH Research Institute and ENH Foundation.
Through its affiliation with Northwestern University’s Feinberg School of Medicine, ENH supports extensive medical education and research programs. ENH is in the top nine percent of all institutions that receive funding from the National Institutes of Health, and ranks 9th in the nation among multi-specialty independent research hospitals.
Evanston Northwestern Healthcare has been named as one of the nation's 100 Top Hospitals® and the only Illinois hospital ranked as a Top 15 Major Teaching Hospital by Thomson Healthcare®, a leading source of healthcare information products. This is the 12th time ENH has received this recognition — the most times of any healthcare system in the country.
ENH is also recognized as a leader for implementing technology and improving processes to advance the safety and quality of patient care. Hospitals and Health Networks magazine recently named ENH one of the “Most Wired” healthcare organizations in the nation. For more information on Evanston Northwestern Healthcare, visit http://www.enh.org.
About CallMiner
CallMiner is the leader in advanced speech analytics. Eureka, the company’s flagship product, is the only speech analytics solution that automatically and accurately discovers the content, context and purpose of an entire conversation and of every call, enabling companies to understand why customers call and how agents respond. With this knowledge, CallMiner customers are able to significantly improve customer service, enhance agent quality, increase sales and impact marketing effectiveness. For more information, please contact CallMiner at (239) 689-6463 or visit www.callminer.com.
About Aspect Software
Aspect Software Inc. founded the contact center industry and is now the world’s largest company solely focused on unified communications for the contact center. Our all-in-one, IT-ready solutions communications-enable customer service, collections and sales & telemarketing business processes for small and medium enterprises as well as for two-thirds of the FORTUNE Global 100. For more information, visit www.aspect.com.
Aspect, Unified IP, Unified Communications for the Contact Center and Aspect Software are trademarks or registered trademarks of Aspect Software, Inc. in the United States and other countries. For more information, visit www.aspect.com.
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