Customer Success Story
Children's Hospital of New Orleans
Industry: Healthcare - Hospital
Not-for-profit Children’s Hospital in New Orleans is Louisiana's only full-service hospital exclusively for children, offering a full range of inpatient and outpatient care. Critical care transport teams are dispatched by ambulance, helicopter or airplane to pick up and transport critically ill or injured patients from hospitals in the service area.
Because of the volume of information and number of different communication exchanges that take place in a patient transport or transfer, Children’s Hospital leaders sought out a way to capture, store, refer back to and share patient and transport information on an as-needed basis.
OAISYS Channel Partner Electrical Sales Corporation recommended the OAISYS Tracer recording solution as part of the transport application.
Among the Tracer benefits Cindy Nuesslein, Children’s Hospital Vice President of Operations, likes best are:
- The reliable means of capturing and easily retrieving critical call data
- Improvements to overall quality of care and service
“For example,” Nuesslein said, “if you’re going to an outlying hospital and you’ve written down the callback number incorrectly, you can go back to Tracer, pop it up and listen to the number again, or, if there’s been a report on the vital signs and symptoms of the child, you can go back and listen to that and compare.”
Other Tracer benefits for Children's Hospital include:
- Date and time logging functionality details what calls came into the call center, when and to whom
- Ease of information sharing with the appropriate hospital personnel
Given Tracer’s power and usefulness, Nuesslein and her staff see potential benefits for other departments, and intend to leverage that functionality accordingly in the future.
Tracer is the industry's leading digital recording solution for contact
centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD)
technology to capture telephone-based interactions as digital call recordings,
or voice documents, that are available to store, organize, play back, annotate
and share with others as needed. This core PVD functionality is paired with
Tracer's advanced contact center management features, including employee
performance evaluations, the ability to live monitor calls, generate quality
and resource utilization reporting and synchronized desktop video recording
capabilities. Tracer is compatible with business communication systems from
Avaya, Mitel, Toshiba, ShoreTel, and many other standards-based IP and legacy