Envox 6 Powers Speech-Enabled Prescription Refill Solution for the Health Alliance of Greater Cincinnati
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Envox Worldwide's open, standards-based communications development platform used to create 24x7 self-service solution for a network of Cincinnati area pharmacies
WESTBOROUGH, Mass., Aug. 15 // -- Envox Worldwide, a leading global provider of voice solutions, today announced that Envox 6, the company's open, standards-based communications development platform, has been selected by Symago L.L.C., an information technology professional services company that specializes in Internet and telephony-based voice solutions. Symago is using Envox 6 to power the speech-enabled prescription refill solution that they have designed for The Health Alliance of Greater Cincinnati. The Health Alliance is a group of hospitals and physicians that provide high-quality, cost-effective, and easily accessible care to area residents.
Symago's Envox-based, speech-enabled IVR (interactive voice response) solution automates the prescription processing operation of all the outpatient pharmacies associated with the Health Alliance. This new voice solution enables patients to call a pharmacy 24 hours per day, 7 days a week, state their prescription number, and order their medication. The voice solution will also provide updates on prescription status, including the ability to inform callers if there are no additional refills remaining for their prescription, and then instructing them to contact their physician directly for approval.
The primary objective for this development project was increased customer loyalty resulting from the added convenience of streamlined prescription processing and reduced refill delays. The Health Alliance believes that the voice user interface will ensure rapid patient acceptance, as well as a high-level of automation and customer satisfaction.
"Our patients have an average of seven prescriptions each, so we wanted to offer them both a touch-tone and a speech-enabled application," said David Fye, the ambulatory pharmacy benefit manager of The Health Alliance. "Our speech-enabled prescription refill solution provides our patients with a faster and more convenient way to place their refill orders."
Prior to implementing this prescription refill IVR solution, patients either spoke with the pharmacist directly, or left a voicemail message for the pharmacist. This process led to delays in prescription processing because the pharmacists spent a significant amount of time returning calls to patients to confirm prescription numbers and/or to inform them that refills were not available on their prescriptions.
The Health Alliance's automated prescription refill solution frees the pharmacists from handling the routine refills directly and allows them to concentrate on processing prescriptions and assisting patients with health questions.
Symago relied on Envox 6's rapid development capabilities to speed time-to-market for this new voice solution. They utilized the product's extensive support for Nuance Communication's OSR 3.0 speech recognition engine to incorporate both English and Spanish into the prescription refill application. In addition, Symago leveraged Envox 6's powerful integration capabilities to ensure that the IVR solution could communicate with The Health Alliance's Avaya Definity PBX, using DNIS to route orders to the customer's preferred pick-up location for processing.
"Envox 6 is a great platform for developing speech-enabled self-service applications like ours," said Anthony Wang, president of Symago. "The product's ability to easily integrate with all the leading speech recognition engines ensured that we could develop a speech-enabled solution that met our customers' needs."
Envox 6 is an open, standards-based communications development platform with integrated application development and management components that reduces the time, cost, and complexity of creating voice solutions. Envox 6 provides a bridge between legacy systems and new innovative voice solutions, allowing customers to leverage prior investments in hardware, software, and solution development, while providing a smooth migration path to new standards and emerging technologies. Using Envox 6, developers can create a wide range of voice solutions that have unmatched flexibility and offer broad support for these standards and technologies, including VoiceXML, speech recognition, VoIP, and Web services.
"Symago's solution for The Health Alliance is a great example of how speech-enabled solutions can dramatically improve customer satisfaction, reduce costs, and improve business processes," said Mark D. Flanagan, president and CEO of Envox Worldwide. "It also demonstrates the power of the Envox 6 platform to enable organizations to develop speech-enabled voice solutions that snap right into their IT infrastructure and support diverse PBXs. The decision to implement a speech-enabled solution based on Envox 6 ensured that this customer would have a best-in-class voice solution to meet the needs of their patients for years to come."
To learn more about Envox 6 and Envox-based IVR solutions, please visit http://ivr.envox.com/.
About The Health Alliance of Greater Cincinnati
Founded in 1995, The Health Alliance of Greater Cincinnati is an integrated health care delivery system that includes The Christ Hospital, The University Hospital, The St. Luke Hospitals, The Jewish Hospital, The Fort Hamilton Hospital, Drake Center, West Chester Medical Center, and the physicians of Alliance Primary Care. As the leading health care system in the region with 15,000 employees, it provides the Greater Cincinnati community with high quality, cost-effective, accessible health care. To learn more, go to www.health-alliance.com/.
About Symago L.L.C.
Symago, L.L.C. is an information technology professional services company that specializes in Internet and telephony-based computer technologies. The company designs, implements, and supports a complete line of turnkey and hosted interactive communications systems and application solutions for customers throughout the United States. Our team of highly qualified specialists can help to provide systems that improve labor productivity, ensure timely completion of business transactions, and deliver critical information on demand to both customers and vendors alike.
About Envox Worldwide
Envox Worldwide is a leading global provider of voice solutions. The company's software products and related services, including Envox OnDemand, dramatically reduce the time, cost, and complexity of creating these voice solutions. They also empower enterprises and service providers to significantly reduce operating costs, improve customer satisfaction and retention, and generate new revenue streams. Headquartered in Boston, Envox products are available through a network of global channel partners. For more information, please visit http://www.envox.com/.
For more information, contact -- Catherine Van Evans -- +1 508 871 7604 or Darby Johnson -- +1 603 559 5809.
Source: Envox Worldwide
CONTACT:
Catherine Van Evans
Envox Worldwide
Tel:+1-508-871-7604
Darby Johnson
Envox Worldwide
Tel:+1-603-559-5809
Web site: http://www.envox.com/
http://ivr.envox.com/
http://www.health-alliance.com/
