Company is leading partnership developing a platform to manage virtual and human agents for telemedicine and patient contact centers

MINNEAPOLIS: Calabrio, the workforce performance company, building on its leadership in the healthcare contact center industry, announces a partnership with select industry leaders and DIGITAL, Canada’s Global Innovation Cluster for digital technologies. The Calabrio-led initiative, called CareAI, will bring transformative advancements to healthcare, emphasizing patient-centered care through innovative technologies and operational effectiveness.

In collaboration with ORX, Queen’s University, and WELL Health Technologies, the partnership is investing $30 million and has secured $14 million from DIGITAL. Calabrio’s Wysdom (the original partner in the CareAI initiative) acquisition allowed it to develop a Bot Analytics solution that enhances agent effectiveness and streamlines patient interactions. This acquisition accelerates Calabrio’s strategy to help customers globally leverage AI (Artificial Intelligence) and ML (Machine Learning) to maximize agent engagement, productivity, and ROI. The initiative will build on Bot Analytics by developing an AI-driven platform that combines these offerings in one solution.

Advancing Patient-Centered Care Through AI

The initiative focuses on addressing critical themes in healthcare contact centers with dynamic AI-powered features, including:

• Enhanced Patient-Centric Care: Delivering personalized, empathetic care tailored to patient needs and reducing burden of caregivers’ administrative tasks, enabling providers to focus on patient care.
• Forecasted Health Professional Shortages: Automating and streamlining workflows and workforces to help provide highly efficient and effective care.
• Multichannel Communication: Seamlessly integrating phone, email, live chat, and social media for accessibility and improved patient experiences.
• Advanced Analytics and AI: Enhancing agent productivity, reducing wait times, and providing actionable insights to healthcare providers.
• Data-driven Support: Developing AI tools to understand patient and care provider needs and enable an optimal, streamlined customer support experience.
• Scalable Operations: Adapting to seasonal demands such as flu surges or increased virtual health consultations.

“Calabrio has a strong history of providing AI-driven solutions to the healthcare sector and its contact center agents interacting with patients,” said Dave Rhodes, CEO at Calabrio. “This revolutionary partnership reflects our shared commitment to enabling improved, trusted access to healthcare through innovation, and it will help empower contact centers to play a vital role in enhancing patient and healthcare provider outcomes.”

For more information about Bot Analytics, visit: HERE. To read more about how Calabrio solutions have helped healthcare providers, visit: HERE.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

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Fonte: Business Wire