Apollo Global’s TeleVox expands Agent Chat functionality

TeleVox is solving the challenge of overworked healthcare call centers and frustrated patients waiting on hold with the expansion of Agent Chat, which utilizes a secure, web-based experience to connect patients to a staff member who can address the patient’s needs. Patients calling into healthcare offices spend an average of eight minutes on the phone with 63 percent of calls being transferred, wasting both time and resources. With Agent Chat, a secure conversation is initiated to quickly connect a patient to the healthcare facility, greatly reducing call volumes and wait times while also improving staff productivity and Net Promoter Scores.