Telmediq has added a new call center console to its secure communications platform, enabling operators at health systems to manage inbound calls while accessing data from clinical IT systems in real time.

The technology, which can integrate with Epic, Cerner, and Meditech electronic health records, allows call center agents join virtual queues to take inbound calls from patients and clinicians and allows them to contact clinical staff with secure text.

Telmediq officials noted that, historically, on-premise call center software would need to be integrated with third-party paging or texting solutions. This new tool brings all of the mobile communications into a single platform.

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The new console also allows hospitals to record operators and produce detailed reporting; analytics capabilities in the system measure call types and message flow, allowing managers to better allocate staff.

The company plans to add a patient texting module to the platform later this year, giving operators the ability to field inbound secure text messages and route them to the right hospital staff, helping drive improvements in patient engagement and experience.

"Hospitals continually struggle to get their legacy CTI-based call center technology properly integrated with their directory, scheduling solutions, patient records and texting solutions," said Telmediq CEO Ben Moore in a statement. "This creates a lot of inefficient workarounds by call center staff and IT. The key to improving communication in hospitals is removing those silos and connecting all communication channels."

Telmediq is in Booth 3073 st HIMSS18.

Twitter: @MikeMiliardHITN
Email the writer: mike.miliard@himssmedia.com