PC Console Software Providers

By Peter Lyle DeHaan

Peter Lyle DeHaan, Publisher and Editor of AnswerStat

PC-based consoles are designed to replace a standard PBX telephone console set on large phone systems. The PC-based console uses CTI (computer telephony integration) to answer calls and manage call flow. Screen-based information replaces standard PBX console buttons, lights, and small display screens. This allows for the quick and direct access to computer databases, listings, and directory information. Also, functions that may have been cumbersome or lengthy on a standard console set can be streamlined on a PC-based console, often to a single keystroke.

In busy medical environments where quick and reliable communications can be a life or death situation, the timesaving and accuracy-improving benefits of PC consoles are a required tool. SDC Solutions, 1Call (division of Amtelco), and Amcom Software provide PC console software, designed for high-pressure, fast-paced medical call centers and hospital phone reception centers. Here is more information about their PC console software:

Amtelco’s 1Call Division offers PC-based console software solutions that provide complete console functionality. The 1Call Infinity system features multiple call handling, one-key call transfer capabilities, and an easy-to-follow screen layout that ensures operators quickly find the information they need to provide faster, more efficient service to patients and staff.  Infinity offers advanced digital switching, state-of-the-art voice processing, true unified messaging, and complete statistical reporting.  Using 1Call’s integration with existing telephony, legacy computer networks, and systems, 1Call provides one source for information and communications, providing operators with instant access to information from any database for professional, efficient, and accurate call handling.

Infinity’s call-routing software directs calls to the correct operator or location, helping to effectively manage call traffic.  Using skills-based routing, calls can be directed to specific groups of operators, specific operator stations, or even routed to specific extensions or numbers.  Priority calls, such as Code Calls, can override other non-urgent calls, appear in red, and even include a different ringing sound to ensure priority calls receive instant attention.

The complete line of 1Call systems boast a large suite of healthcare-specific features and modules that allow you to select the exact components you need for improved communications and increased customer satisfaction.  1Call’s modular PC-based console call handling solutions include:

  • Physician’s answering service
  • Physician referral
  • Paging
  • Overhead paging and announcements
  • Meet-Me orbit paging
  • Real-time employee directories
  • Patient ADT (admission, discharge and transfer) information
  • Patching
  • Class registration
  • On-call scheduling
  • Registry and roster
  • Conferencing
  • RED Alert emergency notification
  • Speech recognition

1Call gives you the power to streamline demand management functions at the operator level, as well as enterprise-wide, using 1Call’s browser-enabled applications. 1Call systems keep track of all call activity, and provide you with the exact information you need to create any type of report, including quality assurance reports and traffic reports.

The 1Call Division of Amtelco specializes in offering enterprise-wide communication solutions for healthcare and higher education organizations. Amtelco, 1Call’s parent company, has been a leading provider of telemessaging equipment since 1976. 1Call and Amtelco are well known in various industries for continually developing innovative call center solutions, backed by superior 5-star service and support. 1Call’s modular solutions are specifically designed to streamline communications throughout your entire organization and save your limited resources, making your organization tremendously efficient, helping you bring wellness both to your members and to your bottom line.

Amcom’s Smart Console application automates operator tasks allowing them to answer more calls in less time, reducing costs, staffing burdens, and operator fatigue. Smart Console provides efficient operations through screen-based interactive functions, single button call transfers, conferencing, speed dialing, and other telephony functions. Built around a central Oracle relational database, Smart Console offers complete integration with other communication systems and applications.

With a solid communication infrastructure, codes can be sent more quickly, doctors respond faster, costs are reduced, and lives are saved.  Not surprisingly, within the next five years, 85 percent of healthcare providers plan to improve their communication centers, with 53 percent planning to automate.  Additionally, 47 percent also intend to consolidate and 12 percent plan to increase staffing.

“Communication is the lifeblood of any medical organization yet. Disparate processes can lead to miscommunication, critical delays, costly mistakes, and increased liabilities. We take great pride in the professionalism, speed, and accuracy with which we communicate internally and externally,” said Yvonne Parker, Telecommunications Manager from Cleveland Clinic. “Since partnering with Amcom, we’ve been able to set higher standards and improve overall efficiencies.”

In the wake of increasing complexities, growing organizations are investing in standardizing systems and processes throughout their enterprise to achieve communication technology consistency, higher performance, and scalability. As a result, they significantly reduce the risk of a communication breakdown. Amcom can develop and tailor enterprise applications for an organization’s unique needs and integrate them into a central system. These include a PC attendant console application, speech recognition, web-based directories, and on-call schedules, as well as an integrated emergency notification system. “With a standard system in place as the foundation, we’re able to expand our network much more efficiently,” said Julie Barr, Banner Health Systems. “Now, we can justify operational growth.”

[From the April/May 2007 issue of AnswerStat magazine]