{"id":618350,"date":"2020-06-24T12:07:00","date_gmt":"2020-06-24T12:07:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ca-en\/?page_id=618350"},"modified":"2025-04-03T09:49:02","modified_gmt":"2025-04-03T13:49:02","slug":"improving-the-medical-call-center-experience-2","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/ca-en\/solutions\/delivering-a-better-medical-inquiry-experience\/","title":{"rendered":"Improving the medical call-center experience"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/2913-Veeva-POV-web-banner.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/2913-Veeva-POV-web-banner.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/2913-Veeva-POV-web-banner.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/2913-Veeva-POV-web-banner.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/2913-Veeva-POV-web-banner.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/2913-Veeva-POV-web-banner.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/2913-Veeva-POV-web-banner.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/2913-Veeva-POV-web-banner.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/2913-Veeva-POV-web-banner.png\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Improving the medical call-center experience<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/ca-en\/solutions\/delivering-a-better-medical-inquiry-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/ca-en\/solutions\/delivering-a-better-medical-inquiry-experience\/&amp;text=Improving the medical call-center experience\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ca-en\/solutions\/delivering-a-better-medical-inquiry-experience\/&amp;text=Improving the medical call-center experience\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Approximately 90 percent of call-center partners are repurposing content when they respond to healthcare professionals (HCP) and patient inquiries. This introduces the risk of inaccurate or incorrect information being delivered.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>Disparate systems and uneven processes interfere with the ability to deliver a consistent experience on every call. Not having standard content for global and local messages does not provide a 360-degree view of the customer.<\/p>\n\n\n\n<p>Digital technologies can unify the system and deliver an improved customer experience, but there is an ongoing reluctance to embrace these innovations. Chatbots, live chats, and mobile applications can all streamline inquiries and create a better experience, as well as power more business opportunities.<\/p>\n\n\n\n<p>Global Intelligent Call Center Operations (GICCO) is the vision for a future-state solution. Based on Salesforce Service Cloud, Salesforce Community, and Salesforce Einstein, and integrated to Veeva Vault content management, it offers a plug-and-play architecture for easy integration to other third-party content-management solutions to meet the needs of local country-specific business and legal requirements.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-capgemini-s-medical-call-center-delivers-a-complete-solution-to-improve-the-customer-experience-and-get-business-insights-learn-more-in-delivering-a-better-medical-inquiry-experience\">Capgemini\u2019s Medical Call Center delivers a complete solution to improve the customer experience and get business insights. Learn more in <em>Delivering a better medical-inquiry experience.<\/em><\/h3>\n\n\n\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_451592_79948638\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"451592\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"3c759546e9\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t\t\t\t\t<p>Thank You! We have received your form submission.\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"mf_form__errors\">\n\t\t\t\t<p>We are sorry, the form submission failed. Please try again.<\/p>\n\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t<script>\n\t\t\twindow.MF_CONFIG451592 = {\"451592\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":27,"featured_media":0,"parent":584467,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"e1bf9857-57b0-4ce5-8a65-3f652d82427c\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","footnotes":"","featured_focal_points":"","partner_card_description":"","gsap_animation":0},"brand":[],"partner_type":[],"service":[],"industry":[66],"partners":[],"page-type":[226],"content-group":[],"class_list":["post-618350","page","type-page","status-publish","hentry","industry-healthcare","page-type-solutions"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Improving the medical call-center experience - Capgemini Canada - English<\/title>\n<meta name=\"description\" content=\"Capgemini\u2019s Medical Call Center delivers a complete solution to improve the customer experience and get business insights. 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