“If you can’t measure it, you can’t manage it.” - Peter Drucker.
Typical call center reporting packages capture the caller's journey only through the brief call center encounter. A caller's journey, however, is much more than the experience in the call center. Most callers:

• Spend signficant time on hold
• Get transferred up to 4 times before getting to the correct destination
• Get their needs resolved only 40% of the time
• Experience an inconsistent experience over time

Your call center statistics miss all of the actionable insights from the rest of your caller journey.

To help you better understand the typical caller experience, Syllable created Listening Mode. Listening Mode attaches our AI to every phone call coming into your call center. Our AI follows the call from first answer, over multiple transfers, and until the caller terminates the call. As a result, Listening Mode can provide actinable insights derived from:

• True call times
• Resolution rates
• Broken IVRs and extensions
• Departmental performance on the phone
• Intent (the actual reason a person is calling)
• Satisfactory and unsatisfactory human performance

From this report we can help you understand exactly where our conversational AI-based Patient Assistants can help.

Syllable is a leading provider of healthcare contact center and medical practice automation solutions using conversational AI. 

Syllable's product, the Patient Assistant, is used by both hospitals and practices to intelligently route calls more efficiently and provide for automated transactions like appointment scheduling and prescription refill on the phone.

The Patient Assistant also provides rich insights into the end to end call journey for your patients. Current call center metrics are too focused on the micro engagement at the call center and fail to provide the full extent of operational difficulties patients experience on the phone. 

Syllable is used by health systems such as NewYork-Presbyterian, Houston Methodist, Parkview Health, Memorial Care and Honor Health to improve patient experience, enhance access and reduce the cost of delivering healthcare on the phone.

With 88% of patients engaging with hospitals and providers over the phone, why invest millions on your digital front door. Engage patients where they are, on the phone, with Syllable. We automate 50% of incoming phone volume on day one at the fraction of the cost of a human call center agent.


Syllable provides swift time to value with real ROI.

Sakon's Network Transformation solution provides visibility into your network: Detailed Inventory: Provides complete visibility of the network services including locations, bandwidth, QoS, SLAs, contract commitments, costs and device associations. Vendor Order Management: Automates order management with vendors, including tagging of orders to projects, workflow approvals, milestone tracking, and automated inventory record updates. Change Management: Ensures charges from disconnected services are removed from billing and validates new charges are accurate ROI Tracking: Provides ROI visibility across the company with invoice retrieval automation, line level change analysis and intuitive reports containing key savings metrics and allocation information.

Sakon provides software and services to decrease IT through a Telecommunication and Connectivity Spend Management platform. The platform typically saves health systems over 10% of their communications/connectivity spend each year. The platform also supports managing Network Transformations including tracking inventory and project ROI. Sakon also provides enterprise mobility management solutions that enable the use of mobile devices by both employees and patients in a well orchestrated, compliant manner. Sakon's mobility platform is enabling remote modes of care including telehealth, mobile clinics, home healthcare, remote patient management, and virtual clinical trials.

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1. We provide full, end-to-end visibility to the caller journey at your health system or practice.
2. Simple call forwarding telephony integration
3. Deploys quickly
4. Not only provides statistical analysis of call performance but also provides detailed insight into caller experience, intent, resolution, overall phone system health and departmental performance.