Technology Record - Issue 23: Winter 21/22

151 PUB L I C S E C TOR management systems and company applications, allowing healthcare providers to automate workflows for scheduling appointments, sending reminders across various channels, managing billing, delivering personalised Covid-19 response and sharing critical personal information about medicines, test results and more to patients. In addition, the platform can be used to build AI-powered virtual agents that can recognise and interact with patients, process inputs and monitor sentiments to connect them to the information or people they need. “We can fully customise Avaya OneCloud to suit a healthcare provider’s specific operational requirements and deliver the most effective and efficient solution,” says Faughtenberry. “As it’s a cloud-based platform, healthcare providers can scale and adapt it as their needs change, enabling them to cope with surges in demand or unforeseen emergencies. With Avaya OneCloud CPaaS, they pay based on consumption, so they’re not stuck with a complex and expensive on-premises solution that they have to keep for years to gain a return on their investment.” Automating repetitive, low-value and time-­ consuming tasks offers multiple benefits for both healthcare providers and their patients. “It reduces the pressure on customer service agents, freeing themup to focus onmore complex patient interactions,” says Faughtenberry. “Plus, it lowers the risk of manual errors and missed appointments, while increasing customer service cost savings. Meanwhile, patients are happier because they have 24/7 access to basic services.” Deploying composable experiences powered by cloud, automation, AI and analytics technologies also makes it easier for healthcare providers to take a more proactive approach to patient care by improving direct communication and personalising services, thereby lowering patient attrition. “Composable healthcare experiences can be tailored to specific patients, based on known variables including demographics, conditions, social determinants and available healthcare resources,” says Faughtenberry. “This allows healthcare organisations to deliver the right message to the right patient at the right time using the right channel.” Many healthcare providers now recognise the benefits of the composable healthcare model. However, migrating from existing on-premises telephony solutions to a cloud-based infrastructure requires a monumental leap. “It’s impractical – if not impossible – for most healthcare organisations to make a sweeping move from where they are now to this next level Healthcare providers are increasingly offering virtual appointments for patients