The right communications technology in a critical environment makes a difference. The samwin Healthcare Attendant Console transforms the way healthcare facilities handle call flows and communications. Integrating advanced voice technology with a focus on healthcare requirements, it enables seamless connections, fosters collaboration, and ensures efficient call handling to improve patient care and streamline operations.
The Solution:
The samwin Healthcare Attendant Console is at the heart of the healthcare facilities communications delivery. Here is how it works:
- Quick Reactions in Crisis Situations: samwin Healthcare Attendant enables friendly, quick and accurate call handling. Providing operators with clearly presented information and ease of access for fast response. When managing high volumes in call traffic or during a crisis, the announcement control feature can inform callers of the situation to help manage call traffic.
- Call Prioritisation: samwin enables call prioritisation, based on a set of identified parameters. For example, critical calls to the head of operations or emergency doctors are given preferential treatment so these calls are not overlooked or delayed, aiding in faster response time to patient care.
- Directory Phonetic Search: samwin allows operators to use a phonetic search of the directory. Very useful in hospitals and healthcare facilities, where not all staff are known, or with the constant changing of patients. A phonetic search helps the operator to quickly identify people, even if the exact name is not known, and improves the efficiency of internal communications.
- Presence Integration: samwin complements the Microsoft Teams and Cisco Webex environment with an integrated healthcare attendant solution. Mapping the presence of the contacts and enabling a full integration into the world of Microsoft Teams and Cisco Webex. The connection and integration enable an uncomplicated and future-proof solution. Staged migrations from legacy platforms are fully supported. This visibility enables the hospital switchboard to have greater visibility into the availability of hospital staff, vital in emergency situations.
- Flexible Working: Every healthcare facility is unique and needs their communication tools to fit within the facilities technology suite to help engage and delivery high levels of service. samwin supports flexible working with a customisable web interface. In addition, analytics, live dashboards and reporting tools are provided to the team manager, as well as training tools such as live monitoring and coaching. The power of samwin is its flexible integration with other platforms. samwin uses industry standard WebRTC and SIP protocols to allow it to function with multiple PBX vendors at the same time to assist with a smoother transition to Microsoft Teams or Cisco Webex Calling Unified Communications platforms.
- Optional Functionality with Increased Mobility – samwin Mobile Agent: The samwin application is not only powerful but also enormously adaptable. The samwin Mobile Agent helps minimise business disruption, staying connected, when an operator needs to complete work away from their desk.
Real-World Application:
Soothing the Call Flow for Alfred Health’s Critical Communications Hub: samwin’s integration with Cisco CUCM and Webex has empowered Alfred Health’s operator centre to handle critical communications effectively. With a single point of access, operators can update call flows, manage user preferences, and generate detailed reports. The operator centre is critical in Alfred Health’s engagement with patients and the community. With samwin, Alfred Health was not only able to maintain service levels through replicating existing features, but also enhance the customer experience.
The samwin Healthcare Attendant Console helps healthcare facilities boost operational efficiency, improve patient care with quicker responses, and maintain a communications system that adapts to evolving technology needs.