Clinique Saint-Pierre Ottignies

Project:

As the largest employer in the Belgian province of Walloon Brabant, the Clinique Saint-Pierre in Ottignies is a regional hospital of reference. With its 425 beds and 300 doctors, it manages more than 500,000 consultations and 50,000 hospitalizations per year. This activity generates no less than 230,000 telephone calls from patients per year, which have been handled by our VoiceBot automatic reception system since 2004. It is the first Belgian hospital to have entrusted its telephone reception to a Voicebot.

CSPO

Challenges and issues

Receive and handle approximately 20,000 incoming phone calls per month.
Voice recognition of requested destinations (80 medical services and 300 people) for connections, with management of synonyms, homonyms and pronunciation lexicons.
Management of opening calendars.
Planned integration of appointment management.

Solution implemented:

  • VocaBase Voicebot Automated Attendant integrated with Unify telephony and Voxtron contact center platforms
  • Telispeech speech recognition engine from ViaDialog
  • High availability platform hosted in the cloud
  • Management of appointment reminder and payment campaigns by outgoing calls and SMS
  • User interface for online parameterization by the clinic's business users

Results and Benefits:

Over 80% of incoming calls are handled automatically.
70% of these calls are directly transferred to the desired recipient without going through the reception.
Significant reduction of waiting times during peak periods.
Less than one downtime of less than 30 minutes every 2 years.

Scalable solution managed by the customer.

Discover how the Saint-Pierre Ottignies Clinic uses our voicebot ...

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Download the full case study to learn more about this success story! 🚀

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