The selection of NICE’s customer experience platform is aimed to improve services for patients, health systems and hospitals.
The cloud native CXone Essentials suite includes intelligent call routing, outbound dialler automation, multichannel interaction support and caller sentiment analytics. The deployment of this suite will enable MedQuest to roll out new process automations, digital channels and self-service options.
The solution also helps to secure communications, reduce operating costs and streamline billing.
MedQuest Associates Radiology Patient Services senior director Serena Gilpin said: “At MedQuest, we always strive to improve the quality of service, care and value we provide to patients and to our healthcare partners.
“Part of that commitment, reflected in our history of success in outpatient imaging, is partnering with companies like NICE to improve customer experience with the most sophisticated solutions available.
“The CXone Essentials Suite is a toolbox for reinventing our patient services, so we can roll out digital channels, introduce automations and provide self-service across our enterprise. Patients can independently manage their imaging appointments, while our employees are better equipped to provide top-notch patient support from start to finish.”
NICE CXone CEO Paul Jarman said: “In the global healthcare sector, customer service and contact centres have seen a massive increase in the volume of interactions in recent years.
“At the same time, patients, like other consumers, have largely been conditioned to expect frictionless, personalised and instantaneous service.
“We are very pleased to partner with MedQuest Associates to meet these demands, helping them deliver award-winning patient experiences with CXone.”
MedQuest works with hospitals and health systems to develop and implement strategies for outpatient radiology and related workflows. It operates a network of more than 50 imaging centres in the south-eastern US.