TeleVox has launched Insights360, a pioneering cloud-based solution designed to offer a detailed analysis of patient call experiences from start to finish. This innovative platform records and assesses all elements of call interactions, including hold times, self-service activities, live agent transfers, and third-party services.
The debut of Insights360 is set for the upcoming Becker’s Healthcare Annual Meeting, scheduled from April 28 to May 1 in Chicago, where it will be showcased at TeleVox's booth #613. The system utilizes patented technology to capture call details directly from the telecom network, transforming audio into metadata without the requirement of external recordings or logs.
Insights360 emphasizes a patient-centric approach by analyzing call experiences from the patient's viewpoint, rather than focusing on the agent's perspective. This development positions TeleVox to offer healthcare providers a powerful tool for improving patient communication and service quality.
