Five9 and MTM: Delivering seamless customer experiences
As Chief Marketing Officer at Five9, part of Murphy's goal is to create a two-way communication and ongoing connection between Five9 and their customers and partners.
In 2020, Medical Transportation Management (MTM) selected Five9 as their partner of choice for their new cloud contact centre. "Five9 and MTM share a similar mission to help our customers reimagine the customer experience and ultimately deliver business results. In some cases that reimagining could be simplification of process, in some cases it could be taking advantage of new technologies to help customers engage differently" Murphy says.
"In the case of MTM's mission to create a community of healthcare without barriers, Five9 supports that mission by working with MTM to create a more seamless experience where their customers and patients receive immediate, high-quality service through expanded streamlined automation, real-time analytics, and empowered service agents."
MTM chose Five9’s Intelligent Cloud Contact Center for its depths of functionality, scalability and exceptional professional services. Says Murphy, “Five9 offers a wide range of solutions to meet customers wherever they are in their digital transformation: from intelligent virtual agents that can help customers get started with modernization, to a full-scale integrated platform with AI and automation as part of its core modern architecture.
"The Five9 platform ultimately helps customers to engage with their customers and patients across the channels of their choice, such as voice, SMS, chat, email, or others. It also empowers their agents through AI and automation to help ensure the customer is getting the highest standard of service.
"MTM’s success lies in their ability to communicate and respond to transportation requests. The team at Five9 can help MTM create bi-directional flows of data that help make the customer experience more seamless. Specifically, MTM are working with Five9 to modernize their contact centre with cloud-based voice, workflow automation, workforce management, quality monitoring and speech analytics."
The partnership was formed after the two organizations were introduced by iSymplify, one of Five9's solution partners. "iSymplify was a trusted advisor, tasked with finding different vendors and working through the selection process. After a thorough process and proof of concept Five9 was chosen thanks to Five9’s platform, people and our ability to deliver proven results. It was very much a partnership where iSymplify were bringing the trusted advisor and Five9 were bringing the technologies and solutions that could help make MTM's vision a reality."
"We're very excited to partner with MTM and a partner like iSymplify, who know exactly what great customer experience is and who are always striving to make a more compelling customer experience for patients and for customers," Murphy adds. "That's where we believe the partnership will really bring a great trifecta because between the Five9 offering, MTM as a customer, and iSymplify as a partner, we can essentially bring all of those best practices together to help our customers like MTM help their customers – with exceptional customer experiences."
Skin Analytics wins NHSX award for AI skin cancer tool
An artificial intelligence-driven tool that identifies skin cancers has received an award from NHSX, the NHS England and Department of Health and Social Care's initiative to bring technology into the UK's national health system.
NHSX has granted the Artificial Intelligence in Health and Care Award to DERM, an AI solution that can identify 11 types of skin lesion.
Developed by Skin Analytics, DERM analyses images of skin lesions using algorithms. Within primary care, Skin Analytics will be used as an additional tool to help doctors with their decision making.
In secondary care, it enables AI telehealth hubs to support dermatologists with triage, directing patients to the right next step. This will help speed up diagnosis, and patients with benign skin lesions can be identified earlier, redirecting them away from dermatology departments that are at full capacity due to the COVID-19 backlog.
Cancer Research has called the impact of the pandemic on cancer services "devastating", with a 42% drop in the number of people starting cancer treatment after screening.
DERM is already in use at University Hospitals Birmingham and Mid and South Essex Health & Care Partnership, where it has led to a significant reduction in unnecessary referrals to hospital.
Now NHSX have granted it the Phase 4 AI in Health and Care Award, making DERM available to clinicians across the country. Overall this award makes £140 million available over four years to accelerate the use of artificial intelligence technologies which meet the aims of the NHS Long Term Plan.
Dr Lucy Thomas, Consultant Dermatologist at Chelsea & Westminster Hospital, said: “Skin Analytics’ receipt of this award is great news for the NHS and dermatology departments. It will allow us to gather real-world data to demonstrate the benefits of AI on patient pathways and workforce challenges.
"Like many services, dermatology has severe backlogs due to the COVID-19 pandemic. This award couldn't have come at a better time to aid recovery and give us more time with the patients most in need of our help.”