MCFARLAND, Wisconsin – February 18, 2021 — 1Call, a division of Amtelco, today announced that Amtelco has been granted a U.S. patent for “Auditing Communication Sessions.” The patentable element is Amtelco’s systems and methods for auditing communication sessions.
Existing call center systems only allow rudimentary forms of call auditing and are limited to a single method (e.g., listening to the communication session in mute-mode). If the communication occurs via text message, web chat, or electronic mail, call center managers are unable to audit the communication session.
“The ability to audit different types of communication sessions helps to ensure that a patient’s experience with the hospital call center is satisfactory. A good patient experience is critical for both patients and a healthcare organization,” said Amtelco and 1Call President Tom Curtin.
Amtelco’s improved auditing enables hospital call center supervisors to audit communications from different platforms to help ensure a satisfactory patient experience. In the healthcare industry, patients are asked to provide information about their care experience with a hospital via the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Unacceptable survey outcomes can result in hospitals losing some reimbursements.
The 1Call Division of Amtelco is a leader in developing software solutions and applications designed for the specific needs of the healthcare call center marketplace. 1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, save an organization’s limited resources, and make them tremendously efficient, helping them bring wellness to their members and their bottom line. For more information visit 1Call.com.
Amtelco has a strong history in the telemessaging industry and was founded in 1976 to provide communication solutions to the answering service and medical messaging industry. Amtelco is focused on providing call center solutions that meet or exceed customer expectations and are backed by top-notch service and support. Millions of telephone calls are processed every day by Amtelco systems and software in operation in all 50 of the United States and more than 20 foreign countries. By working closely with customers, Amtelco continues to develop innovative features and products. For more information visit Amtelco.com.