Customer Service Management for Healthcare

Provide patient care and communication effortlessly with Xima.

Your patients turn to you as a trusted source for care, expertise, and treatment. And their expectations? They’re high. Patients need care that keeps them informed and gives them the access they need around their already busy schedules.

Continuous Improvement and Efficiency

Feedback is a crucial tool for improving performance and efficiency. By monitoring and recording calls, chat sessions, and other patient interactions, you can identify areas where staff need additional training, support, and opportunities for process improvements.

Patients can be assured they’re getting the best experience from a trained staff member.

Key Features of Skills-based Routing​

Personalize communication for your patients to improve the quality of care. When your patients know that they are being heard, they are more likely to be engaged in their care and follow through with treatment options.

Leverage tools like flexible call routing and give your staff the tools to quickly identify a patient’s unique medical history, and make personalized recommendations.

Convenient forms of communication, efficient problem-solving, and time-saving measures improve patient outcomes. You can implement these strategies and more with Xima’s contact center software solutions. Better patient engagement means you’ll have more satisfied customers who know they can rely on your business to give them the assistance they need.

Mitigate the risk of medical errors by helping your staff recommend treatments and medications tailored to individual patient’s needs and preferences.

Unifying your platforms offers a streamlined, efficient, and effective communication experience. Features like IVR can quickly answer routine questions or resolve simple issues for your patients.

Features Healthcare Teams Need

Meeting your patients where they prefer to communicate creates a better customer experience. Xima allows you to offer voice, web chat, email, and text message methods of communication.

Your most personal point of contact is crucial. Make sure it’s the right connection the first time, every time.

Book appointments, answer patient questions, and more with real-time web chat.

25%* of patient communication via text or social media. *Thinktiv Research Study 2022

Advanced email features and personalization improves the patient experience via email.

Use text messages to communicate with patients effectively and efficiently, all in one platform.

Patient Data, Secured

Peace of Mind and Security

Protect patient confidentiality, maintain data integrity, prevent unauthorized access, and comply with regulations by leveraging the security and scalability of cloud solutions from Xima.

Build trust with patients by demonstrating your commitment to protecting their patient information and well-being. Xima offers HIPAA-compliant call center software so you have all the tools you need without compromising security.

Advanced Features at a Fraction the Cost

Help your healthcare professionals focus on helping patients with needs that fit their specific skills, and expertise.

Help your healthcare professionals focus on helping patients with needs that fit their specific skills, and expertise.

Understand patient insights, identify trends in behavior, and proactively address common issues to deliver a better experience.

Reduce hold times and disconnects during high call times without overwhelming your healthcare professionals.

Other Features From Xima

Want to see how you can round out your contact center software with Xima? See what other features we have available to help reduce wait times and improve efficiency at your business:

Give your customers the option to wait on a call, or receive a callback when a call center agent is available. Call queue software answers customer calls in the order they’re received, and gives the option for customers to leave their phone numbers for a callback.

Live agent call recording provides valuable, real-time insights into your agent interactions. Recording calls provides supervisors with valuable information to help agents continually improve their customer service. Call recording can be paused to protect sensitive health information and ensure Health Insurance Portability and Accountability Act (HIPAA) compliance.

Give customers the power to find answers without waiting to speak to an agent. Interactive voice response (IVR) allows customers to use their touchpad to navigate the menu. This lets them self-resolve common issues.

Open one single window to see every interaction at your contact center. Cradle-to-grave reporting provides immediate insights and recording access via an intuitive interface that helps your agents and supervisors work efficiently. Faster access to insights means you’ll see faster results.

Real-time visibility and analysis increase team alignment with customizable displays and alerts. When your team understands more about customer behavior thanks to real-time wallboards, you can implement strategies for reducing customer wait times.

Increase security by adding single sign-on capabilities to your call center. Reducing vulnerability in your system ensures your customers’ information is secure without compromising administrative convenience.

Customer Success
Is Our Focus

Read more about how our solutions have helped improve businesses across the globe.

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Customer Success

Fairfax Pediatric Customer Success Story

“With Xima it’s nice because we can see the number of answered calls per user, we can see how even it is between all the users. And then we can see which phones are currently in use and which are ready.” – IT Manager

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Sansio Customer Success Story

“I liked Xima because the user interface was easy to understand, I could do a lot of the things myself administratively, and pretty much every need I had, you guys checked all the boxes.” – Senior Support Manager

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Whether you’re a reseller, end user, or just a little curious, the Xima Suite has something to fulfill your business needs.

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