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WirelessDevNet.com Press Release

Boston Medical Center Uses Envox 7 to Pioneer A New Healthcare Delivery Model


Westborough, MA – Envox Worldwide, a leading global provider of IP-based voice solutions, today announced that the Envox Communications Development Platform 7, the company’s award-winning open, standards-based voice solution platform, is being used by researchers at Boston Medical Center (BMC) to deliver cutting edge care to patients with chronic health conditions. The BMC team has developed Envox 7-based automated phone-based information systems that monitor the health of patients with chronic conditions such as diabetes and obesity; screen patients for healthcare issues; and help patients take better care of themselves.

The BMC-designed systems combine interactive voice response (IVR) and voice recognition with sophisticated scripting. The systems conduct interviews with patients to determine their condition, and then provide them with information, advice and coaching. The systems also alert a healthcare professional if the patient must be seen immediately or of their care regimen must be changed. Importantly, the systems enable healthcare professionals to monitor patients between office visits, when their conditions can vary widely.

“Blood sugar levels don’t wait for office visits to rise and fall. If a patient is experiencing side effects from a medication, that won’t wait for an appointment either,” said Robert Friedman, a physician and head of the BMC team developing the voice solutions. “The current way we take care of patients with scheduled office visits, often more than four months apart, assumes that patients will know when to contact their physicians. The healthcare system needs to address the nature of chronic illness by reaching out to patients between appointments, yet within the realities of cost and time. Envox 7 gives us the flexibility to create detailed yet easily navigated systems that enable physicians to monitor patients more effectively between office visits and help patients take a more active role in monitoring their own care.”

The BMC team recently launched its first system, which screens people at risk of substance abuse problems, for the Massachusetts Department of Health. Funded by the federal Substance Abuse and Mental Health Services Administration (SAMHSA), BMC’s effort is one of eight such projects taking place nationally. Their system however is the only one that employs cutting edge speech recognition technology for over-the-phone interaction. Hosted at BMC, the screening system takes preliminary data from medical practices, and uses it to conduct phone-based screenings of primary care patients for undiagnosed substance abuse problems. It compiles the screening results in reports for the clinicians. The system enables healthcare professionals to screen hundreds of English or Spanish-speaking patients per day.

“Thousands of people are pre-screened every week, and as many as 20 percent of these screenings can be positive,” said Amy Rubin, a clinical psychologist and member of the BMC development team. “It would be prohibitively expensive for healthcare providers to screen these patients themselves, but early detection is critical for people in the beginning phases of addiction. With the voice-activated system, we can get to them right away.”

Envox’s open, standards-based platform includes application development and management components that significantly reduce the time, cost and complexity of deploying voice and IP communications solutions. Envox 7 combines comprehensive support for traditional voice communication with the industry's most complete support for IP communication, including IP telephony, video messaging, SMS, and e-mail. By melding these capabilities, Envox 7 offers a unique multi-modal platform that enables organizations to deploy all of their communication solutions on a single, cost-effective platform.

“Envox Worldwide’s products are usually associated with customer service improvements in a variety of industries including healthcare, financial services, travel and utilities, but Boston Medical Center is showing how effective and economical they can be in healthcare delivery,” said Leo Casey, president and CEO of Envox Worldwide. “Dr. Friedman’s team has conceptualized a whole new model for assisting health care professionals who treat chronic conditions. Envox is looking forward to helping them expand healthcare’s boundaries and improve patient care.”

Listen to a podcast of Dr. Friedman discussing the role of interactive voice response technology in caring for patients with chronic health conditions at: http://www.envox.com/resources/archived-pod-casts.asp.

For more information about Envox Worldwide, please visit www.envox.com.

About Envox Worldwide
Envox Worldwide is a leading global provider of IP-based voice self-service and contact center solutions. The company’s standards-based software solutions dramatically reduce customer service costs, optimize contact center performance and improve customer satisfaction. More than 1.25 million ports of Envox’s hosted and premise-based IVR solutions have been deployed globally and over one million contact center agents benefit from the intelligent routing, screen pop and call monitoring functionality provided by Envox’s award-winning CTI software. Envox’s development tools and software platforms are also used to streamline enterprise-wide communications through unified communications solutions and to generate new revenue streams for service providers through multimedia carrier communications services. For more information, visit www.envox.com.



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