Chess ICT Limited – Cloud Voice Clinic

Cloud Voice Clinic is a healthcare specific contact centre solution, based in the cloud. The system has a wide range of features to enable simple and proactive communications with patients for voice calls, emails and web chat.

Works with EMIS Click to Dial within the application to make an outbound call and for inbound calls, ‘screen pop’ to show who’s dialling in, making it simpler to identify patient and partner calls.

Multiple sites can be easily and cost-effectively connected with one system, making call transfers to other locations seamless. Particularly for trusts with several sites sitting under their umbrella, this makes the experience for both the healthcare professional and the patient more streamlined and less frustrating.

Simple and centrally managed in the cloud for all changes to be instantly made for call routing, assigning people to call queues, time of day routing changes (e.g. for training or bank holidays) and menu items.

Built in Dashboards and Reporting for instant statistics on performance of all areas of the practice. Configurable KPI measurements with automated warnings, call outcome categorisation and scheduled reporting.

Advanced features such as Callback facilities (for example patients can retain their position in the queue without holding) as well as the ability to schedule call backs from staff to patients to ensure calls are never missed.

Features include:

• the ability to handle Voice, Email and Webchat communications in one platform with advanced features for call routing, auto-attendant, call queues (with VIP routing and block lists). Fully customised music/messages on hold and post-call automated surveys
• call back facilities allow patients to retain their position in the queue and seamlessly call them back when a call handler is available (also manually schedule call backs during a call at set times and dates)
• optional EMIS integration (built in) with the ability to integrate with other clinical systems if required
• full supervisory visibility and control over call handlers and surgery performance , instantly assign people to call queues in busy times, allow breaks with override where required and ensure people are performing to their best
• built in dashboards for instant performance statistics and reporting. Customisable KPI’s and alerts. Instant and scheduled management reports for all areas of calling activity, people performance, call outcomes and break reasons
• add-ons for GDPR compliant call recording (opt-out option for callers), Microsoft Teams integration and full API access

The solution has been clinically authorised for use in England to integrate with EMIS to enhance productivity and speed up day to day tasks.

The ability to call patients using “click to dial” within the EMIS application, view inbound caller’s patient record details via phone number lookups and full address book search/ dial are all possible to maximise speed and efficiency.

Basic telephony functions are also available for back office operations along with integrations for door entry systems, tannoys and loud ringers where required. Interoperability with Systm1 can also be undertaken, based on requirements.

Being based in the Cloud, a single or multi-site practice can benefit from being connected to one system enabling the ability to see presence status and route calls across any location. With options to utilise a device of choice (handset, softphone, mobile app or web based), location of your people is not a barrier to flexible working and also enables best practice compliance with disaster recovery/business continuity plans.

Chess consistently strives to accommodate the needs of NHS customers by offering flexible installation options. We understand that convenience is essential, which is why we frequently schedule installations outside of regular business hours, including evenings and weekends. We provide free-of-charge surveys for NHS partners. 

To ensure a seamless transition and minimal disruption to day-to-day operations, a significant portion of the configuration and setup process is performed by our engineers offsite. This allows for a swift and seamless changeover on the day of installation. 

Our standard timeline, from the point of quote to install, is 4 weeks. However, if circumstances require accelerated installations or the urgent replacement of an old system, we can expedite the process and arrange call diverts before installing the new system in its entirety. 

We provide free-of-charge training to all NHS partners. We provide a session pre installation to ensure that the front desk staff are prepared for the change and ongoing training on the system and its features at the practices request with no charge.

Following implementation, business review meetings are undertaken to evaluate the service delivered along with the features and functions performance of the platform to advise on what changes could help to improve the practice performance and new features available as part of the roadmap.

Service availability: We have a service availability SLA of 99.5 percent uptime.

Business hours support: We understand the importance of providing excellent support to our practices. Our standard business hours are from 8 AM to 6 PM, during which time our customer service and technical support team is readily available.

Out-of-hours support: We offer 24/7 emergency and out-of-hours support ensuring that there is always a knowledgeable representative available to assist. With every install we ensure that practice managers have the mobile numbers of our senior engineers. In case of an emergency, practice managers can reach out directly to our senior engineers for immediate assistance. If a remote fix is not possible, our engineers will be on-site the same day.