Cisco’s Webex Connect cloud communications platform is leveraging tech innovations from Deep Medical and SpinSci Technologies to enhance the patient experience.
The aim of these strategic partnerships is to allow Webex to provide a more connected patient experience when contacting healthcare professionals.
By utilizing the AI-driven insights and increased personalization capabilities that Deep Medical and SpinSci offer, Webex believes that its Connect platform can help healthcare organizations improve their overall patient engagement strategy.
The focus on upgrading its digital offerings in the healthcare sector follows the findings of a Webex report that revealed that “76% of respondents feel digital communication tools improve the patient experience.”
In discussing the desire to strengthen Webex Connect to better support patients, Kenny Bloxham – Global CPaaS Healthcare & Life Sciences Director – commented:
Enabling communication across multiple channels and integrating into existing backend systems makes it quick and simple to introduce digital communications into existing processes and apps, supporting a healthcare providers digital transformation and helping to meet their patients on their choice of communication channel.
So, let’s take a closer look at the innovations that the two different partnerships will offer Webex.
Deep Medical
The AI-powered health tech company uses its advanced artificial intelligence algorithm to predict and preemptively solve instances of patients no-showing.
It achieves this by analyzing hundreds of human behavior insights. Webex Connect is then able to use this data to send tailored, patient-specific messages to help rearrange a time/date that is more convenient to the customer.
As well as improving the customer experience by being more mindful of the challenges that patients may be encountering, Webex states that the innovation will also substantially cut “down on the financial impact associated with missed appointments.”
Dr Benyamin Deldar, a former NHS doctor and Deep Medical’s Founder, mentioned the cost-saving potential of his company’s tech solutions when discussing the announcement of the partnership:
As a former NHS Doctor, I’ve witnessed first-hand the challenges patients face in accessing timely healthcare.
“The partnership with Webex by Cisco represents a pivotal moment in our mission to improve patient care and work alongside global healthcare organizations such as the NHS to help tackle the backlog, accessing everyone’s individual needs through the best means of communication to help tackle health inequality.”
SpinSci Technologies
While Deep Medical’s solution will help to target a specific problem, SpinSci – a cloud patient engagement solutions provider – will be used to support Webex’s more general aim of providing a patient-centric journey.
By utilizing SpinSci’s integrated, AI-enhanced engagement platform, Webex will be able to provide users with a completely connected experience across the patient journey for care coordination.
The engagement provider’s tech innovation will also be used to build and automate healthcare use cases, including referrals, scheduling, and prescription refills.
Following the announcement of the partnership, Rajit Kumar – CEO of SpinSci Technologies – commented:
SpinSci and Webex are advancing best-in-class patient engagement to create a total experience for the patients, contact center users, front office/back office users and specialists.
“Our AI-driven Patient Access Care platform enables Webex Contact Center to humanize patient interactions with real-time integration between leading EHRs, CRMs, and IT technologies, enabling efficient care coordination and data-driven decisions for better health outcomes.”
Another AI Announcement for Webex
These latest partnership announcements are a further example of Webex looking to bolster its AI offerings, following last month’s revelation that several of the Webex Contact Center with AI Assistant features will soon be made available in beta.
These updates aim to enhance customer experience by reducing agent workloads, with features including eliminating customer repetition and waiting times, automatic tracking of customer satisfaction (CSAT) scores and topic analytics, and the detection of agent burnout.
Additionally, expanded availability was announced for various Webex services, including Webex Customer Experience Essentials, Webex Connect, Webex Suite, Webex Go, Sovereign Controls, and Webex Control Hub.
Given last year’s job cuts that impacted both Cisco Collaboration and Webex, the ongoing investment in the communication and contact center platform offers reassurance to its customers.
