Getting started with Cloud Contact Center

Moraph resells, implements and runs Five9 for hospitals, health systems and physician groups, for patient scheduling lines and nurse triage advice calls. Five9 answers, routes, queues and records calls according to the menus, skills and hours Moraph configures with your teams, and connects to your scheduling and triage systems. Moraph monitors the service, applies approved changes and reviews it with you every month, while your nurses make every clinical decision.

What it is for

Patients calling to book an appointment or to ask a nurse whether they need care often wait on hold, choose the wrong menu option, or are passed between departments. Each clinic runs its own phone tree, hours and holiday messages are changed by hand, and supervisors cannot see where calls are waiting. Nurse triage lines need calls to reach a licensed nurse quickly, with recordings and documentation kept under privacy rules, but the phone system is often maintained by a telecom team that does not know the clinical workflow.

• Patients wait on hold or are transferred between departments
• Menus, hours and holiday messages differ by clinic and are changed by hand
• Supervisors cannot see where calls are waiting or why they are abandoned
• Triage calls and recordings need clinical routing and privacy controls

Who uses it

• Patient access and scheduling leaders at hospitals, health systems and physician groups
• Nurse triage and nurse advice line managers
• Contact center supervisors who manage queues and staff day to day
• IT and telecom teams who support phone and contact center systems
• Privacy and compliance teams responsible for call recordings

Before you start

• Your organization uses Cloud Contact Center as a managed platform from Moraph, under an agreement that covers it.
• Licences for Five9, bought through Moraph or under your own agreement with the vendor.
• A Moraph account in your organization for each person who works with Moraph on the service.
• Named technical and security contacts, recorded in the Moraph Portal.

Steps to get started

1. Agree the scope of the managed service for Cloud Contact Center with Moraph, including which environments and teams it covers.

2. Name your administrators, technical contact and security contact in the Moraph Portal under People and access.

3. Review the configuration baseline Moraph proposes for your regulations, and record any changes you need.

4. Confirm how users will sign in, through your identity provider where the platform supports it.

5. Agree the pilot group and the cut-over plan with your Moraph delivery lead.

Where to go next

• Onboard Cloud Contact Center
• Everyday tasks
• Connect your systems
• Security, data and compliance
• Troubleshooting and the support guide
• Product overview on moraph.com