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Cisco Call Center Systems

San Bernardino County, CA
Program Year: 2021

Abstract:
San Bernardino County Department of Public Health (SBCDPH), Clinic Operations (CO) section provides a wide range of low-cost primary care, confidential health, pediatric, teen health, behavioral health and dental services to residents in San Bernardino County, focusing on disease prevention, chronic disease management and screenings to promote knowledge and overall health and well-being for patients and their families.SBCDPH employs strategic objectives and responsibilities to deliver health care benefits to its constituents by leveraging new, innovative enterprise wide technologies such as Cisco Unified Contact Center Enterprise (UCCE) platform with Cisco Finesse in the Federally Qualified Health Centers (FQHC’s) and Public Health Clinics (PHC’s). Cisco UCCE is a contact center solution that helps our FQHC’s to setup a call center environment and distribute large volumes of customer calls to agents around with intelligent call routing, call treatment. Cisco Finesse is a server module which offers agent functionality and integrates into the Cisco UCCE.DPH believes that implementing and utilizing a critical component of patient interaction throughout the continuum of care and accountable model such as Cisco UCCE will empower customer collaboration by building deeper relationships with the patients, strengthen loyalty, assist them in scheduling their appointments effectively, improve administration of the department and embrace a much more proactive engagement model with our patients.

Contact:
Julie Maher
Secretary I