Walter Reed boosts call center

Walter Reed boosts call center

The Walter Reed Army Medical Center in Washington is upgrading its Patient Appointment Service Center's interactive voice response system with the uniQue suite of products from Microlog Corp. of Germantown, Md.

The project, being implemented in phases, will replace the existing Microlog IVR system with uniQue products that integrate voice and Internet messaging. Through the already completed first phase, valued at $150,000, uniQue-Voice's computer-telephony interface is managing incoming calls and retrieving patient information from a medical database.

In the second phase, which will be done by month's end, uniQue-Web will let patients schedule appointments online at the medical center's Web site.

A Web-Chat function will be installed in January to let patients exchange online messages with scheduling agents. The software will track requests made by phone, e-mail or chat and will balance agent workloads.

'Tony Lee Orr and William Jackson

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