Rectangle Health selection of Talkdesk pays off in customer service efficiency gains
Healthcare organization sees increased flexibility and agent effectiveness with Talkdesk CX Cloud
- Talkdesk CX Cloud unifies Rectangle Health contact centers onto one cohesive system
- Talkdesk for Salesforce boosts contact center efficiency and customer satisfaction by reducing average handle time and caller wait time
- Rectangle Health quickly pivots to remote-work model as COVID-19 pandemic heightens the need for work-from-home and mobile workforce capabilities
SAN FRANCISCO – November 17, 2020 – Talkdesk®, Inc., the cloud contact center for innovative enterprises, announced today that Rectangle Health, a leading healthcare technology provider of payment and patient engagement solutions, has selected Talkdesk CX Cloud as its contact center solution for customer service and customer implementation operations. Rectangle Health selected Talkdesk CX Cloud™ for its ability to drive increased agent effectiveness, provide operational flexibility and overall call quality consistency. With seamless CRM integration through Talkdesk for Salesforce, Rectangle Health successfully unified its sales and support operations for its more than 60,000 healthcare clients and received increased visibility into key performance indicators and metrics critical to meeting expected service levels.
“We greatly value the trust healthcare providers have put in us to help them drive patient payments, so providing them with a positive and consistent customer experience is a responsibility we take seriously. While our industry expertise and patented technology set us apart in this highly competitive marketing place, our ability to provide superior support by leveraging innovative solutions allows us to foster customer loyalty,” said Joe Rocchio, vice president of operations, Rectangle Health. “The agility, flexibility and stability of Talkdesk CX Cloud allows us to more easily manage customers’ needs through their product innovation and seamless integrations in an easy-to-use and comprehensive solution,”
Rectangle Health leverages Talkdesk CX Cloud to gain visibility and metrics into customer calls, tools for increased agent efficiency and a seamless integration with Salesforce. Talkdesk for Salesforce easily connects with its growing customer database to reduce average handle time and caller wait time by providing agents immediate access to caller information through automatic screen pops. Additionally, Rectangle Health benefits from accurate, real-time reporting through Talkdesk Analytics and Insights, providing crucial business intelligence to look ahead and set proper service levels with advanced forecasting. With comprehensive reporting and customizable API-based dashboards, Rectangle Health has the ability to monitor and optimize its team’s performance and positively impact customer satisfaction. Customizable dashboards offer live views of performance against service level agreements (SLAs) and key metrics to easily identify areas for improvement to coach agents and improve customer experience.
“Customer service is a cornerstone of businesses today, yet many businesses are not arming agents with the tools they need to succeed, or the ability to learn and improve via visibility and metrics,” said Tiago Paiva, chief executive officer, Talkdesk. “Talkdesk was able to support Rectangle Health’s agents, giving them the chance to do their job more effectively and efficiently, generating better bottom line results for the business overall.”
Throughout the pandemic, Rectangle Health has leveraged the flexibility of Talkdesk cloud solutions to move its customer service and implementation operations online to remote working environments when needed, in order to fully safeguard the health and safety of its employees. Talkdesk’s agility provides business continuity peace of mind to Rectangle Health employees and its customers.
- See Talkdesk as a Leader by Gartner in the 2020 Magic Quadrant for Contact Center as a Service (CCaaS) and recent Talkdesk awards and recognition
- Hear direct from customers why they selected Talkdesk CX Cloud and the difference it has made in their contact centers
- Learn how healthcare contact centers can reframe the patient experience in the era of COVID-19
- Download a checklist for Managing Security in the Healthcare and Life Sciences World
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Talkdesk® is the cloud contact center for innovative enterprises. Combining enterprise performance with consumer simplicity, Talkdesk easily adapts to the evolving needs of support and sales teams and their end-customers, resulting in higher customer satisfaction, productivity and cost savings. Over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and YMCA rely on Talkdesk to make customer experience their competitive advantage. Learn more and request a demo at www.talkdesk.com.
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About Rectangle Health
Rectangle Health is a leading healthcare technology company that provides a comprehensive suite of payment and patient engagement solutions to healthcare providers, insurance groups and billing services. Founded in 1992, the company is headquartered in Valhalla, NY and was ranked among The Silicon Review’s 50 Fastest Growing Companies of 2019. With best-in-class technology and customer service, Rectangle Health works with 60,000-plus healthcare providers in the U.S., reliably processing over $6 billion in annual payments. For more information, visit https://www.rectanglehealth.com/.