VoltDelta’s voice recognition and virtual contact center assists non-profit pharmacy’s mission to provide affordable medications
Chicago, IL, August 17, 2015 – VoltDelta announced today that it has been named along with Rx Outreach as the recipients of a Speech Technology Magazine 2015 Speech Industry Award in the Implementation Awards category. VoltDelta was recognized for deployment of its DeltaDialog IVR solution for Rx Outreach, which provides inbound self-service and outbound prescription reminders for those requiring affordable medications.
Speech Technology Magazine noted that Implementation Award winners “have implemented a speech solution or upgraded an existing system and achieved a SIGNIFICANT business benefit during the last 12 months as a result.”
VoltDelta provides Rx Outreach with an exceptionally reliable cloud Interactive Voice Response (IVR) and contact center communication infrastructure that works to improve customer satisfaction with cost saving efficiency. Innovative IVR prompts and dialogs dynamically shift based upon contextual knowledge of each customer such as whether they recently placed an order, are up for re-enrollment, or other activity. As a result, callers more quickly achieve their goal without agent assistance.
“Rx Outreach needed a communications infrastructure that would allow us to more effectively reach and respond to a population of clients that deserves but sometimes feel that they do not get exceptional customer care” said Jeff Clark, Chief Information Officer Rx Outreach. “VoltDelta’s voice self-service keeps our clients engaged, encourages reuse, and helps RX Outreach perform more effectively as a non-profit organization.”
VoltDelta’s IVR solution has led to increased voice self-service automation of between 32% and 36% of calls every month within an environment that adheres to HIPAA and PCI security requirements for safe handling of personal information and credit cards when processing prescription orders.
Rx Outreach also takes advantage of VoltDelta’s outbound calling application for prescription refill reminders, and shipping order notifications. This reduces inbound calls and has contributed to an increase in prescription fulfillment. VoltDelta’s Content Management allows Rx Outreach to self-modify IVR prompts and dialogs so that they can quickly adapt to changes.
DeltaDialog is part of VoltDelta’s Contact On Demand cloud platform, enabling multichannel communication for remote contact centers and home agents. Integration with popular CRM systems enables channel of choice communication for customers, with actionable intelligence delivered to agents and managers to enhance customer care.
“VoltDelta’s reliable and scalable IVR platform combined with our experienced Voice User Interface (VUI) design team is engaging callers with dialogs that are perceived as intelligent through the use of contextual awareness,” said Yusuf Bulan, General Manager of VoltDelta. “This enables Rx Outreach to deliver a better level of customer care for their clients.”
View an inspiring video on how Rx Outreach is making medicine affordable for low income people here.
Find out if you or someone you know is eligible for Rx Outreach affordable medications here.
Read the Rx Outreach Case Study here.
About Rx Outreach, Inc.
Rx Outreach is the nation’s largest nonprofit, fully-licensed and accredited mail order pharmacy and patient assistance program. We are deeply committed to the development of healthy communities and reducing the cost of prescription medications. Through the Rx Outreach patient assistance program, patients and families qualify based on income whether insured or uninsured, and have access to over 550 prescription medication strengths. Rx Outreach is located in St. Louis, Missouri and serves all 50 states, Puerto Rico and the Virgin Islands. For more information please visit: www.rxoutreach.org.
VoltDelta is a global cloud-based contact center provider with 35 years of experience. We perform intelligent, data-driven contact management to optimize your customer’s journey. VoltDelta rapidly tailors and integrates our multi-channel contact center solutions to enable you to increase revenue, boost retention and reduce operating costs with proven scalability and reliability. VoltDelta is part of NewNet Communication Technologies. For more information please visit: www.voltdelta.com.
– See more at: http://www.voltdelta.com/about-us/news-events/press-releases/262-voltdelta-and-rx-outreach-win-speech-technology-magazine-s-implementation-speech-industry-award-for-customer-care#sthash.nDCj7ND7.dpuf