AudioCodes and Atento Shake Up Healthcare with Voice Agent Technology Deployment

Major Voice Agent Technology Deployment

In a move that is set to transform patient interactions within the healthcare sector, AudioCodes has announced a significant deployment of their Voca Conversational Interaction Center (Voca CIC) in partnership with Atento and Go2Uno. This groundbreaking project successfully modernizes a major managed care organization’s voice interface capabilities, highlighting the power of artificial intelligence in streamlining healthcare communications.

What is Voca CIC?

Voca CIC is a cutting-edge platform designed to enhance conversational interactions through AI-driven voice agents. It supports more than 500 concurrent agents, effectively replacing outdated IVR systems with intelligent, AI-powered options that can handle complex voice networking tasks. This modernization project emphasizes quick deployment and operational efficiency, a necessity in today’s fast-paced healthcare environment.

Launch Highlights

Completed in record time—just a few weeks—the deployment underscores the efficacy of the collaboration among AudioCodes, Go2Uno, and Atento. This partnership is pivotal in demonstrating how innovative technology can radically change traditional business processes within healthcare. Gustavo Samaniego, Senior IT Service and Deliveries Manager at Atento, praised the teams, stating, "Go2Uno and AudioCodes accomplished in just 30 days what others projected would take three to six months.”

This new system not only modernizes existing voice interactions but also introduces advanced analytics and performance metrics, giving Atento real-time insight into the activities of their voice agents. This level of detail allows for constant monitoring and improvement of customer interactions, ensuring a high-quality experience.

Improved Call Management and Customer Experience

The deployment of the Voca CIC has been revolutionary in its ability to improve call containment and shorten handling times—critical metrics for any organization that aims to deliver efficient customer service. With this advanced system in place, the healthcare organization is now equipped with a scalable foundation that supports future AI-driven enhancements. The integration of intelligent routing systems optimizes efficiency and improves overall service resilience, ensuring that patients receive the high-quality care they deserve.

Future-Ready Solutions

The collaboration between AudioCodes, Atento, and Go2Uno marks a significant milestone in the adoption of AI in the enterprise sector. This initiative not only meets immediate needs but positions Atento for future growth and innovation. As Gidi Adlersberg, who heads the Voca CIC Business Line at AudioCodes, accurately noted, the deployment shows how AI-powered voice agents modernize legacy systems effectively and efficiently, providing an example of real AI in action.

Organizations are increasingly recognizing the necessity of leveraging conversational AI technology to improve customer engagement and experience. The successful deployment of the Voca CIC is a testament to the evolving landscape of healthcare communications, setting a new standard for how organizations can utilize technology to enhance patient relations.

Conclusion

As more industries begin to adopt similar technologies, the project serves as an inspiration for organizations seeking to modernize their communication systems. AudioCodes invites everyone to explore the benefits of their Voca CIC platform, now available for a 30-day free trial, enabling new customers to build a conversational contact center in mere minutes. The future of intelligent enterprise communication is here, and it’s powered by AI.

For further information about AudioCodes and their innovative solutions, visit their official website. Engage with them on social media platforms to stay updated on latest developments and offerings.