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TELErythmicsOAISYS Case Study:  TELErythmics

Industry: Medical and Surgical Services
TELErhythmics is an independent diagnostic laboratory that performs outpatient cardiac monitoring services. The company’s services are primarily enlisted by physicians and cardiologists dealing with patients experiencing what are known as “transient symptoms” for heart problems.

Business Challenge
TELErhythmics staff manages 400-500 calls per day and has long seen the value of call recording as part of its operations.

Unfortunately, the company’s previous call recording solution was outdated and under-performed in a number of key areas. Two of the primary difficulties were difficulty in locating specific calls and a limited storage duration.

“Our old system did not keep calls more than three or four months,” said Jan Callaway, TELErhythmics chief executive officer. This hindered the company’s ability to make use of many legacy calls by the time they might have been needed to resolve issues or answer questions.

Solution
After consulting with the Med+Plus division of Business Computers of Memphis, TELErhythmics decided to replace its old system with the OAISYS Talkument® voice documentation software.

The business benefits derived from the Talkument solution by TELErythmics were numerous, and included:

  • Training staff to ensure proper demeanor and professionalism
  • Dispute resolution
  • Billing inquiries and
  • Retrieval of information after the fact

An additional benefit TELErhythmics has seen that Callaway had not initially expected was how quick and simple the OAISYS solution makes locating a particular call.

“One thing we have loved,” Callaway said, “is our previous system did not sort calls. With OAISYS, we can search by area code, by patient name or any other information we have. I didn’t anticipate we were going to be able to search as easily as we can.”

About Talkument Talkument personal voice documentation and collaboration software utilizes patent-pending OAISYS Portable Voice Ddocument (PVD™) technology to create digital media documents from business telephone calls, making them available to organize, retrieve, play back, annotate and share as needed. It provides company-wide control over risk management, quality assurance, customer retention, dispute resolution and other critical business concerns. Talkument is compatible with business communication systems from Avaya, Mitel, Toshiba, ShoreTel, and many other standards-based IP and legacy TDM systems.