Customer Experience Tools for Healthcare Teams

Deliver safer, more responsive patient communications.

Healthcare providers handle thousands of important conversations daily, ranging from appointment bookings to patient advice and follow-up care. Analytics 365 equips patient service teams with the necessary tools to manage calls efficiently, safeguard sensitive information, and enhance service delivery. By utilizing real-time call insights and secure communication tools, you can significantly improve the patient experience throughout your healthcare organization.

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The Patient Experience Challenges Facing Healthcare Providers

Long Wait Times and Missed Calls

High call volumes, especially during busy periods, make it difficult to manage patient calls efficiently, leading to long wait times or missed follow-ups.

Protecting Patient Privacy and Data

Healthcare providers must meet strict data protection regulations, and government guidelines, when managing sensitive patient information over the phone.

Disconnected, Isolated Service Teams

Healthcare organisations often operate across multiple sites or services. Without connected systems, patient experience can become inconsistent and disjointed.

Limited Visibility into Trends

Without data on common patient queries or frustrations, healthcare teams miss opportunities to improve service and reduce repeat contacts.

The Solution

How Analytics 365 Supports Patient-Facing Healthcare Teams

A bar chart which shows call performance

Live Call Reporting and Real-Time Wallboards

Track live patient call activity across your healthcare teams. Monitor wait times, unanswered calls, and call volumes to assist in managing demand in real time. Ensure patients receive timely and professional support, during peak periods.

Respond Faster – Manage Patient Calls in Real Time

Missed Call Lists for Patient Follow-Ups

Automatically capture every missed patient call in a live list, ensuring your team never loses track of follow-ups. Teams can also prioritize urgent cases and make sure no patient inquiry or appointment request goes unanswered.

Never Miss a Patient – Stay on Top of Follow-Ups

The recording and transcript of a meeting

Secure Call Recording and Playback

Securely record and review patient calls with built-in access controls to protect confidentiality. This ensures support for staff training, quality checks, and dispute resolution while maintaining compliance with GDPR, and industry standards for patient data privacy.

Protect Patient Privacy – Stay Compliant and Secure

Call Recording and Quality Monitoring

Record and review customer calls securely for QA and training purposes. Ensure your team handles customer information responsibly by implementing role-based access to recordings, adhering to data protection and compliance requirements.

Improve Consistency – Learn from Real Customer Interactions

View Collaboration Across Teams

Discover how your healthcare teams communicate across departments, services, and locations. Bridge collaboration gaps, enhance handover processes, and ensure patients receive consistent support throughout their care journey.

Unite Your Teams – Improve Coordination Across Services

Workload and Wellbeing Monitoring

Support staff wellbeing by monitoring call volumes, after-hours activities, and workload patterns. Identify when teams are under pressure and rebalance tasks to safeguard staff wellbeing without compromising the quality of patient service.

Protect Your Teams – Balance Demand and Care Quality

Our Products

Explore Our Microsoft Teams Workplace Analytics Suite

Collaboration Analytics

Empower teams with workplace analytics driven by Microsoft Teams. Collect and analyse user data to boost productivity and increase collaboration within your business.

What You Can Do With Collaboration Analytics

Visualize how your team collaborates.
Understand one-to-one activity.
Promote efficient teamwork.
Prioritize employee wellbeing.
Personalize your dashboards.

Call Analytics

With our tool, you can understand your customers, drive team performance, and manage service levels to maximise revenue and improve customer engagement.

What You Can Do With Call Analytics

Visualize call analytics at a glance.
Improve productivity and performance.
Meet service level targets.
Facilitate compliance easily.
Deploy and configure quickly.

Call Recording with Conversation Analytics

Revolutionize conversations with our cloud call recording and AI tool. Elevate engagement, boost sales, gain strategic insights, manage risk, and facilitate compliance.

What You Can Do With AI-Powered Call Recording

Find, playback and share every call.
Evaluate calls to improve performance.
Prioritize the most meaningful insights.
Manage caller privacy and compliance.
Deploy, administer and use with ease.

Find Out How Analytics 365 Can Transform Your Business

If you are interested in one of the Analytics 365 solutions and would like to find out more, request a demo today to explore how our platform delivers insights that empower your business to improve team performance, ensure compliance, and enhance customer engagement.

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Setting Up Analytics 365 Is As Easy As 1, 2, 3

Step 1

Choose your plan.

Step 2

Grant permission to synch your data.

Step 3

Explore your insights.

Explore Real Feedback, and Discover What Analytics 365 Can Do For You

“Analytics 365 has been invaluable. It has helped us to enhance our collaboration and communication which in turn positively impacts our performance and productivity”.

Pajaree Saengcum
Head of Digitalization

Our Latest Blog Posts

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Introduction After-call work (ACW) has a direct impact on customer experience, agent productivity, and overall contact center performance. Once [...]
Why Call Analytics Is the Missing Layer in Microsoft Teams
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Supercharge Microsoft Teams In Your Business With Analytics 365

Unlock the full potential of your communications with our Microsoft Teams Toolkit. Request a demo today to explore how our platform delivers insights that empower your business to improve team performance, ensure compliance, and enhance customer engagement.

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