Optimize Patient Care with Omnichannel Contact Center Solutions for Healthcare Providers
The Upstream Works unified agent desktop seamlessly integrates with Epic to provide easy and fast access to patient information like upcoming appointments and primary care provider details. This integration ensures healthcare providers have all the information they need to provide the best care possible to their patients and communities.
With Upstream Works healthcare contact center solutions, providers can:
- Improve patient engagements
- Streamline workflows with easy access to patient information
- Gain easy access to health records, upcoming appointments and primary care provider details
- Optimize interactions with visibility of the patient journey across all channels
Innovate with AI-Powered Engagements
The AI-powered Agent Assist provides real-time agent guidance and insights, including automated sentiment, intent and conversation summaries. Provide personalized recommendations, automate routine tasks, and allow healthcare teams to focus on what matters most – your patients.
Chatbot integrations enable effortless engagements and easy escalations to human agents based on intent. Agents will have visibility of the patient journey, including chatbot transcripts, so they can provide a seamless and continuous patient experience.
Convenient Patient Self-Service & Digital Experiences
Offer your patients convenient channel options, from intuitive self -service channels to their choice of agent-assisted channels. Upstream Works’ digital channels allow healthcare teams to build trust and provide deeper and more meaningful interactions with context and visibility of the patient’s journey.
Webchat provides patients with effortless interactions in real-time.
Seamless conversations across messaging applications, like Messenger, WhatsApp, WeChat, Smart Chat, and more.
Provide on-demand CX via a QR code, kiosk or web link and using a mix of chat, voice and video. Seamlessly transition between channels without breaks in the conversation.
Assist patients with navigating webpages and filling out forms during shared browsing experiences.
Empower Healthcare Providers with Integrated Solutions
Give your staff the tools they need to provide high-level support at every touchpoint. Our integrated platform streamlines workflows and eliminates the need to switch between windows and tabs.
Seamlessly integrate with AI applications, business applications and CRM systems like Microsoft Dynamics and Salesforce to bring all the data and resources healthcare providers need in one desktop. With additional productivity and collaboration tools, your staff will be empowered to provide fast, accurate and personalized resolutions.
Reliable & Secure Engagements with Solution Flexibility
Providing reliable and secure patient engagements is of the utmost importance to us. We help healthcare providers operate in a GDPR or CCPA-compliant way. Our solutions are also HIPAA complaint, SOC 2 certified, prepared for FedRAMP, and offer enterprise-level security.
Upstream Works offers on-premise and cloud solutions with the ability to easily add channels, integrations and teams as needed, and evolve and innovate with new technologies like AI.
Epic is a trademark of Epic Systems Corporation.