Optimize Operations and Deliver Superior Patient Care with Data-Driven Analytics

Turning complex data into actionable insights is the key to improving patient interactions and outcomes. By equipping your contact center with our analytics solutions, you can optimize workflows, enhance engagement, and ensure compliance—all while maintaining the highest standards of care.

Elevate Patient Experience with Data-Driven Solutions

Patient experience is central to healthcare, and we help you leverage analytics to drive better care at every touchpoint.

Efficient Care Management

Our analytics empower you to manage increasing interaction volumes by optimizing key metrics such as Service Level, Average Speed of Answer, Average Handle Time (AHT), Call Abandonment Rate (ABR), and Agent Utilization. These metrics are not just numbers; they translate into better patient experiences by ensuring efficient and effective care, supported by robust Quality Assurance and Demand Forecasting to keep your operations running smoothly.

Proactive Issue Resolution

As 71%* of healthcare organizations move to cloud-based contact centers, the ability to monitor queues and agent performance remotely has become essential. Our analytics provide the insights needed to resolve issues quickly, reducing patient stress and improving outcomes.

_{Sources: Frost & Sullivan reports and analyses from 2022 and 2023.}

Improved Access to Services

Brightmetrics improves access to healthcare by delivering analytics that streamline contact center operations, reducing wait times, and enhancing responsiveness, so patients can quickly access the care and information they need.

Optimize Operations with Analytics-Driven Insights

We help you align resources with patient needs by providing analytics that ensure your contact center operates efficiently.

Supporting Staff Performance: Our analytics help healthcare contact centers achieve an improvement in agent performance. By providing data for targeted training, we empower your team to deliver top-tier service, even in high-pressure situations.

Efficient Resource Allocation: With the adoption of cloud solutions on the rise, our analytics offer the insights you need to make informed staffing and resource allocation decisions, reducing costs while maintaining high service quality.

“The key benefit of Brightmetrics has been placing the right people in the right places at the right time to realize better outcomes. By aligning agent availability with real-time call demand and monitoring critical compliance metrics, we’ve not only improved our operational efficiency but also enhanced agent satisfaction and retention.”

Ken Rowen, DIrector of Contact Center and Customer Experience

Ensure Compliance and Secure Patient Data

Brightmetrics is a HIPAA-compliant solution that supports our customers’ HIPAA compliance by addressing essential administrative and technical safeguards. Our platform provides:

Georedundant cloud infrastructure and robust disaster recovery plans ensure platform access during disruptions.
Safeguards like role-based access control, unique user IDs, and automatic logoff restrict access to authorized personnel.
We also facilitate business associate agreements (BAAs) for legal protection, ensuring HIPAA requirements are met.

Trust and Security