Kodak Info Insight Platform considered for top honor at #CallCenterWeek 2015

It is exciting to think that Kodak Alaris will be considered for a prestigious award during the 16th annual Call Center Week. A finalist for the Call Center Week Excellence Award in the category “Best New Technology Solution,” Kodak Alaris will be recognized during the CCW Excellence Awards Gala on Tuesday, June 16th at The Mirage in Las Vegas. With 13 different categories these awards honor the most innovative contact center solutions and executives in today’s industry.

https://photos.prnewswire.com/prnvar/20150506/214225

Kodak Alaris earned recognition for the implementation of its Info Insight platform at the Event Imaging Solutions (EIS) contact center, where it ensures customer satisfaction through fast email response times.  EIS is a digital souvenir photography service with more than 90 partners, including theme parks and iconic tourist attractions in 28 countries. EIS has more than 500 retail sites and 225 million guests annually. Its four contact centers handle over 50,000 guest inquires per year.

Obviously great customer experience is essential for these contact centers. In order to provide the highest quality CX, contact center agents require the right tools to respond to guest inquiries in a manner that is both fast and efficient. To achieve this goal a new email response management system (ERMS) was needed, and that’s when the Info Insight Platform was implemented.

Here are some impressive results EIS has achieved following the implementation of Info Insight:

  • Reducing inquiry to response time by up to 40 percent
  • Slashing the amount of time spent on each case from an average of 8.2 minutes to 5.4 minutes within two months of deployment
  • Addressing 65 percent of customer emails on the same day they’re received
  • Increasing overall agent productivity and customer satisfaction

A more detailed list of benefits are available in this case study.

“Having an ERMS that enables contact center agents to always meet SLA requirements and deliver superior customer service was crucial,” said Joseph Noble, Internet Customer Support Manager, Kodak Alaris’ Event Imaging Solutions Group.

One of the most important differentiators of Info Insight is that it is an artificial intelligence-based solution, which means it gets smarter over time. It learns from previous customer interactions and expert agent input in order to suggest better responses faster. As Joseph Noble of Kodak Alaris explains: “Info Insight’s logic is excellent. The first or second response option offered to an agent is usually spot on.”

Contact center agents’ time spent on each case declined from an average of 8.2. minutes to 5.4 minutes within two months of deploying Info Insight. 

EIS’s contact centers are not the only ones to benefit from the solutions offered by Info Insight. In fact, more than 50 contact centers worldwide, including many globally recognized brands, have overcome challenges with customer communications using this technology, such as multi-channel correspondence. The AI-based solution removes manual processes and handles customer inquiries up to 90% faster, allowing contact centers to provide superior customer service.

As a finalist, Kodak Alaris is assured of taking home one of the top three awards: winner, runner up or honorable mention – a significant achievement. “It’s very exciting to recognize the finalists for their exceptional work in the industry,” said Lisa Schulman, Executive Program Director of IQPC’s Call Center Week. “We received a record-breaking number of applications this year and the CCW team is looking forward to the awards gala.”

Going Beyond Voice in Contact Centers: Top 3 Observations from the Future Contact Center Summit

At the Future Contact Center Summit, hosted by the International Quality & Productivity Center (IQPC), attendees from Kodak Alaris met with several contact center executives from a range of industries. Here are the top three observations from our conversations at the event.

  1. Demand for omni-channel solutions is on the rise
    Most executives expected to hear about voice communication solutions. They were pleasantly surprised to learn about new ways to handle the many forms of incoming text-based communication. As consumers change the way they communicate, they are challenging enterprises to do the same.  Contact centers need to develop more efficient ways to manage inbound text in the form of social, web, e-mail, and chat. And there are proven solutions available that can help contact centers solve this challenge.
  2. Artificial Intelligence drives automation and efficiency
    Contact center agents handle a lot of inquiries manually. Connecting the dots between different types of communication from the same customer, and referencing several legacy databases to get answers delays quality responses. A major development to better manage this challenge is artificial intelligence—software that automatically reads, understands and processes unstructured text. AI-based solutions can identify the nature of the request, route it to the best agent to handle it, and initiate an automated response where appropriate.
  3. 360-degree view of customer interactions
    KA 360_degrees
    A 360-degree view makes a huge impact on first call resolution rates and increases customer satisfaction and loyalty. If an agent must access multiple systems or can’t access information that originated on paper, providing a quick and comprehensive response to customers is unlikely. The most common concern of contact center executives needing to replace their expensive solutions and repositories can be addressed with a solution that integrates all communication channels, enterprise systems and offers the most relevant information to the agent to provide a satisfactory answer quickly.

At the Future Contact Center Summit, Rod Hughes from Kodak Alaris spoke with Sheri Greenhaus from CRMXchange. Read the complete interview at The Future Contact Center Summit Review – Part 2.

For Kodak Alaris’ recent announcement on how the Kodak Info Insight Platform is helping contact centers overcome the challenges outlined above, please read What Makes “Omni-channel” Work? Three Practical Answers for Today’s Contact Center Challenges.

Ask yourself the right customer experience questions

Improving the overall customer experience for your business is crucial to success—both in the short term and for the long haul. We’ve seen that placing high value and attention on customer experience is critical to the business success and competitive status of most organizations.

It’s no secret that today’s customers are using a multitude of communication channels, regardless of industry or even demographic. It’s imperative that organizations accommodate for the multitude of channels and content types that the modern customer decides to use for communications.

To ensure your organization is optimizing the customer experience, you must ask yourself the right questions. Below are a few questions (along with brief reasoning for those questions) that you should be asking yourself when thinking about process improvements and efficiencies for your customer experience:

• Do you allow for multichannel communication from your customers? Modern customers use many different channels to reach businesses today. Making your organization easily accessible on multiple channels will greatly improve today’s customer experience.

• Do you have a coordinated approach to handling multiple communication channels? A multitude of channels can result in a flood of data. Having an effective workflow in place to manage this flood is key.

• Do you monitor response times and procedures on all channels? Analytics are key to process optimizations. Optimizing customer response time is made possible by knowing where efficiencies and improvements can be gained.

• Does all of your customer-facing staff have access to all customer profile data? Customers get easily frustrated when they feel the staff member with whom they are communicating isn’t up to speed on all previous correspondence or order history.

• Have you implemented modern data-extraction technology? New technology could be saving you input management costs and reducing both time and errors. Try out the latest solutions using your own documents and forms.

Asking yourself these questions, among others, will allow you to ensure your overall business experience is optimal for your most prized asset—the customer.

-Brennan

Dental goes digital

Like other dental offices, Charles Pesce and his small practice in Athens, Tennessee care for a lot more than just teeth. Along with his practice partner and team of six, they serve a wide range of patients daily, and a large number of patients create a lot of paperwork. As you can imagine, saving packets and folders of patient charts, insurance information, and medial data isn’t easily contained to one area—which is why Pesce knew that going digital would be the best decision.

After careful consideration and extensive research, Pesce chose to move forward with a Kodak desktop scanning solution. With impressive reliability and easy to use functions, the desktop scanner was the right fit for Pesce’s office—everyone would be able to get the most out of it. Because the scanner was TWAIN compliant, it worked seamlessly with the other office management products Pesce used, such as CareStream’s CS SoftDent Practice Management Software. Pesce also used KODAK Capture Desktop Software to scan and store his own office-related documents like invoices, tax returns, and staff evaluations.

“Having all the patient information I need at my fingertips has helped me provide the best possible care,” said Dr. Pesce—as he also feels the reduced paper clutter freed a lot of space for his practice.

i2800office_365x246-

The electronic files increased productivity, as the digital solution drastically cut down on paperwork. Staff simply have to pull up patient information online, update and save—opposed to the typical finding, editing, refilling, and hassling with mounds of paper. It even aided with internal documents; Pesce said his productivity went up across the board; from payroll to accounts payable, the digital solution was the right one.

With secure backup, the practice’s electronic documents are backed up every night, so everything is safe and secure in case of a computer glitch. Extremely happy with the move to digital information, Pesce said “The Kodak desktop scanner has so many features that I may never get use to them all. The more I use it, the more I like it.”

Click here for more information on Dr. Pesce’s success with his Kodak desktop Scanner.

-Hayley

Watch Kodak Alaris’ 2014 ALS #IceBucketChallenge — CEO, Presidents, & employees

To help raise awareness and support of ALS research, Kodak Alaris CEO Ralf Gerbershagen accepted CMO James Soames’ nomination to participate in the Ice Bucket Challenge. After braving a shower of icy water, Ralf nominated select members of his leadership team.

Watch the video below to see Ralf, Dennis Olbrich (President, Paper & Output Systems/Film Capture, Kodak Alaris), Dolores Kruchten (President, Document Imaging, Kodak Alaris), and employees in Document Imaging and IT participate.

 

Visit http://www.alsa.org/donate/ if you would like to donate to The ALS Association.

-Brennan

Skin Care Doctors find solution to paper medical records

Image_Source_Mag on infooverdrive.com Kodak Alaris

Photo source: ImageSourceMag.com

With more than 100,000 patients during the last fourteen years, Skin Care Doctors, P.A. has a large responsibility when it comes to maintaining and updating patient information and confidentiality. With that many patients, you must assume the office is filled with paper medical records. Well, thanks to the KODAK i2800 Scanner, MedCo Data and their Chart Ready Software—that is no longer the case.

Located in the Minneapolis/St. Paul, MN area, Skin Care Doctors provides several different dermatological services to its patients – medical, cosmetic, and surgical. After frustration from paper clutter, loss, and disorganization, CEO Michael Ebertz reached out to authorized Kodak Alaris reseller, MedCo Data, L.L.C.

With cumbersome paper medical records, patient care became messy, chaotic, and a hassle to transport between facilities. Taking up valuable office space, the doctors knew there was a better way to store these files — one that would take away the $20,000 cost bracket spent on courier fees. Converting nearly two million pieces of paper to a digital format was the challenge, scanning was the answer.

With MedCo Data’s innovative Chart Ready technology and two KODAK i2800 Scanners at each location where Skin Care Doctors’ patient records were stored, the conversion process began.

Chart Ready Software prepares records for digitization with barcode technology, allowing each file to be appropriately formatted and then stored in a cloud based data bank. Using KODAK i2800 Scanners gives Skin Care Doctors the greatest amount of pages scanned per minute, along with many other features to speed up the transition process.

With duplex scanning, great image quality and clarity, consistency and color stability, the i2800 scanner was the perfect solution. Flexible input and output technology gives Skin Care Doctors the ease it needs to scan all types of documents, even ID cards and embossed hard cards, quickly and efficiently.

During a six month period between December 2011 and May 2012, temporary employees scanned nearly two million pieces of paper and transitioned Skin Care Doctors to a digital system with the KODAK i2800 Scanners. Focusing on active patients primarily, and then providing the scanners for long term use as patients became more active in treatment, Skin Care Doctors was able to maintain the smooth transition process after those six months, and their practice has found minimal disruption as the scanning is made easy with the i2800.

As opposed to a sixteen week project of transferring patient information away from paper and into a digital format, the Chart Ready Software and the i2800 scanners has saved Dr. Ebertz and the practice almost twelve weeks—a time in which patient numbers never dropped and the practice never suffered. With the use of KODAK i2800 Scanners, Dr. Ebertz reports “greater satisfaction all around” for all those involved with Skin Care Doctors.

For more information, and to learn more about Skin Care Doctors’ success, click here.

-Hayley

Key words: Medical records; paper; paper records; patients; medical charts; scanner; KODAK scanner; conversion; scanning; cloud; data bank; duplex scanning; Skin Care;

Using data extraction to reduce human error

When you call the doctor’s office to schedule an appointment, one of the first things they ask you for is your name and birthday. This is a form of data extraction, which makes it simple for the receptionist to find your files in the system.

Data extraction is a way to replace manual data entry via metadata extraction from documents. There are three different types of data extraction:

  1. Graphical: This method can only be used with forms; the intelligent document understanding extracts the data through a visual observation.
  2. Rules-based: This technique is performed by using keyword anchors and expressions such as “birthday” or “social security number”.
  3. Semantic understating: In this method, areas of interest are connected through a metadata field and run on many documents allowing it to learn and retrieve the information in the future without human interaction.
Image credit: Rimell.com

Image credit: Rimell.com

Companies and vendors that utilize data extraction have established three ways of understating.

  1. Self-learning: The utilization of semantic understanding and machine learning.
  2. Fuzzy understanding: Knowing that e-mails and documents can include misspellings or mistakes, this method finds data on degrees of truth rather than absolutes.
  3. Validation systems: This is similar to a database look up. However, since misspellings can occur in databases too, fuzzy understanding still applies.

Want to learn more about data extraction? Read our whitepaper about this topic.

Nikole