We're having an excellent experience with 3CX. When I started I had 15 employees in 2 locations. Now we have 3 locations and 55 employees. We're a medical office with a proprietary medical record system that we love, but sadly it has no API (yet). All of our patient communications are documented there, so our physicans can be abreast of everything and we have avoided running various systems as long as possible with various schemes to try and stay on top of call volume. Currently we receive about 5-600 calls/day which results in about 200 voicemails being left per day, for various requests. We have an auto-attendant, which helps 'tag' the voicemails by way of gmail labels.
What we do currently: voicemails come in, they are labelled and transcribed and dropped in gmail. A separate (poorly written) script converts the gmail into a google doc which our staff works from. That google doc has all of the caller info, auto-attendant selections, and the transcribed voicemail, along with a link to the audio file in case of a poor transcription, and we check the item off when the message has been handled. At the end of the night, all of the check off rows are moved into an archive and we start the next day with the remaining untouched voicemails and new ones continue populate. This worked well for about 2 years, but now our volume has increased our script times out, the log is not reliable, patient calls are being missed, and both my staff and patients are getting frustrated. Instead of re-working our gmail script, which was never intended to be a long-term solution, I think its time for a 3rd party integration.
I looked at some of the CRM solutions, but they are very sales-based. We do not need much of this functionality. What I really need is a voicemail management system, that allows my staff to manage/delegate/etc and hopefully includes the transcription functionality, and the simple features of the above script that helps us know when things are untouched, in process, or requires no further action.
Sorry for the long description, but I'm looking for the community's advice on either a non-CRM voicemail management system, or a CRM that has a well-built voicemail management system. Open to any other alternatives I might not be aware of.
Thanks in advance!
What we do currently: voicemails come in, they are labelled and transcribed and dropped in gmail. A separate (poorly written) script converts the gmail into a google doc which our staff works from. That google doc has all of the caller info, auto-attendant selections, and the transcribed voicemail, along with a link to the audio file in case of a poor transcription, and we check the item off when the message has been handled. At the end of the night, all of the check off rows are moved into an archive and we start the next day with the remaining untouched voicemails and new ones continue populate. This worked well for about 2 years, but now our volume has increased our script times out, the log is not reliable, patient calls are being missed, and both my staff and patients are getting frustrated. Instead of re-working our gmail script, which was never intended to be a long-term solution, I think its time for a 3rd party integration.
I looked at some of the CRM solutions, but they are very sales-based. We do not need much of this functionality. What I really need is a voicemail management system, that allows my staff to manage/delegate/etc and hopefully includes the transcription functionality, and the simple features of the above script that helps us know when things are untouched, in process, or requires no further action.
Sorry for the long description, but I'm looking for the community's advice on either a non-CRM voicemail management system, or a CRM that has a well-built voicemail management system. Open to any other alternatives I might not be aware of.
Thanks in advance!
