How Direct Interactions is Helping Altius Transform Contact Center Services in the Medical Field with AWS
Altius Institute is an independent, nonprofit research organization created to pursue discovery at the leading edge of modern biomedicine. With an eye toward biological and technological innovation, Altius aims to make developments towards medical breakthroughs. Altius collaborates with their international network of scientists to define the systems regulating genes and cells, connecting these with human physiology.
In a world post-COVID-19, one of the principal tasks of the Altius Institute is providing test results to patients in the Seattle area.
Patients may require assistance in understanding their results or in receiving them if they do not have access to view their results. In these instances, it is crucial to have friendly and empathetic voices on the phone to explain their test results and next steps.
To accurately provide COVID-19 test result information to patients, the Altius Institute brought on experts at Direct Interactions who utilize Amazon Connect technologies. As an AWS Network Partner, Direct Interactions implements personalized customer service solutions with high-quality voice and custom interactive voice response (IVR).
Skilled and professional Direct Interactions agents easily verify patient information and can quickly answer questions using their expansive knowledge base. Outbound calls to patients can also be made by pulling a report of positive or inconclusive test results.
With the employment of AWS technologies, the Altius Institute and Direct Interactions have streamlined COVID-19 test result notification efficiency. Direct Interactions’ HIPAA compliant agents swiftly provide information to patients over the phone.
AWS allows the agents to accurately organize information and quickly provide answers to a caller’s questions. Amazon Connect technologies elevate the abilities of a contact center and provide ease and simplicity to both agents and callers alike.
Learn more by contacting Direct Interactions at 866.972.4162 or by visiting www.directinteractions.com.
Direct Interactions delivers customer interaction solutions that utilize staff that work from home. Direct Interactions grew to 1200 employees in 2020, working for clients like the state of Ohio and Amazon.com. The “home-sourcing” model is a cost effective alternative to offshore and conventional call centers. Direct Interactions utilizes innovative technology and rewarding business practices to reduce the costs of operations and gain a competitive advantage for our clients. By providing the most worker-friendly environment possible, Direct Interactions is able to attract the highest caliber talent.
