Hospitals are constantly looking for ways to improve efficiency and patient care. One way to do this is by using computer telephony integration (CTI). CTI is a technology that integrates phone systems with other hospital applications, such as electronic health records (EHRs) and customer relationship management (CRM) systems. This integration allows hospitals to automate tasks, provide real-time information to agents, and improve call routing.
Benefits of CTI for Hospitals
There are many benefits of using CTI in hospitals. Some of the key benefits include:
- Increased efficiency: CTI can automate many tasks that are currently done manually, such as call routing, customer lookup, and information retrieval. This can free up agents to focus on providing better customer service.
- Improved patient care: CTI can provide real-time information to agents, such as patient demographics, medical history, and recent test results. This allows agents to provide more accurate and timely information to patients, which can improve patient care.
- Enhanced call routing: CTI can improve call routing by allowing calls to be routed to the most appropriate agent based on the caller’s needs. This can help to reduce wait times and improve customer satisfaction.
- Reduced costs: CTI can help to reduce costs by automating tasks, improving call routing, and providing real-time information to agents.
How CTI Works in Hospitals
CTI works by integrating the hospital’s phone system with other hospital applications. This integration allows the phone system to share data with other applications, such as the EHR and CRM systems. This data sharing allows hospitals to automate tasks, provide real-time information to agents, and improve call routing.
For example, CTI can be used to automate the call routing process. When a patient calls the hospital, the phone system can automatically look up the patient’s information in the EHR. This information can then be used to route the call to the most appropriate agent.
CTI can also be used to provide real-time information to agents. When an agent answers a call, the phone system can automatically display the patient’s information on the agent’s computer screen. This information can include the patient’s demographics, medical history, and recent test results. This allows agents to provide more accurate and timely information to patients, which can improve patient care.
Types of CTI
There are two main types of CTI: on-premises CTI and cloud-based CTI. On-premises CTI is installed on the hospital’s servers. Cloud-based CTI is hosted in the cloud and accessed over the internet.
On-premises CTI is a good option for hospitals that want to have more control over their CTI system. However, on-premises CTI can be more expensive to set up and maintain.
Cloud-based CTI is a good option for hospitals that want a more cost-effective and scalable CTI solution. Cloud-based CTI is also a good option for hospitals that want to be able to access their CTI system from anywhere.
CTI is a valuable tool that can help hospitals improve efficiency and patient care. By integrating phone systems with other hospital applications, CTI can automate tasks, provide real-time information to agents, and improve call routing.
If you are a hospital administrator who is looking for ways to improve efficiency and patient care, then you should consider implementing CTI. CTI can help you to save time, and money, and improve the quality of care that you provide to your patients.
Call to Action
To learn more about how CTI can benefit your hospital, please contact us today. We would be happy to discuss your specific needs and help you to implement a CTI solution that is right for your organization.