24/7 piket support with wake-up call for medical staff

An innovative 24/7 piket support system improves the availability of doctors and nursing staff, even during their rest periods. Automatic wake-up calls and call-backs ensure that urgent calls do not stay unanswered. Integration with the CRM system and the use of Genesys metadata creates detailed reports and ensures efficient workflows. This solution optimises emergency response and increases efficiency in healthcare.
Co-browsing / Collaboration – Contact management
Provider: Swisscom
Solution/product: Genesys

Challenge

In modern healthcare, it is crucial that doctors and nurses are available at all times, even when they are resting at home. Ensuring a rapid response to urgent calls, especially in emergencies, is a major challenge. An efficient solution must be seamlessly integrated into existing systems and ensure seamless reporting.

Benefit

The 24/7 picket support with automatic wake-up calls offers considerable advantages:

  • Immediate availability: doctors and nurses can be reached at any time of the day or night, even during their rest periods.
  • Automatic callbacks: Missed calls are automatically returned to ensure that no urgent requests stay unanswered.
  • Detailed reporting: Integration with the CRM system (BSI) and Genesys metadata generates comprehensive 360° reports that enable accurate tracking and analysis.
  • Efficient workflows: The routing function with BSI data optimises the distribution of calls and improves efficiency.

Solution

The solution starts with a mobile wake-up call system that alerts doctors and nursing staff at home and informs them of incoming calls. Missed calls are automatically called back. BSI integration is achieved via a URL push with Genesys metadata, enabling detailed reporting. Concentrated routing with BSI data ensures that calls are distributed efficiently. This combination ensures that medical staff are always available and can respond quickly to emergencies, improving patient care.