“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.

Trauma Black Box® is an innovative technology system designed to revolutionize trauma response in healthcare settings. This cutting-edge solution captures and analyzes critical audio-visual, environmental, and patient data during trauma responses, providing trauma teams with powerful insights to drive continuous improvement.

The system's core functionality lies in its ability to record comprehensive data during trauma resuscitationss, including video footage, audio, and environmental factors. This captured information is then integrated with annotation tools and consolidated timelines, offering an unvarnished and holistic view of each trauma response.

Key features of Trauma Black Box include:

-Comprehensive Data Capture: Records video, audio, and environmental data during trauma responses.

-Integrated Annotation Tools: Allows for detailed marking and analysis of specific events or actions.

-Consolidated Timelines: Provides a clear, chronological view of the entire trauma resuscitation process.

-Performance Analysis: Enables teams to pinpoint areas for improvement in efficiency, quality of care, safety standards, and team communication.

-Video Library: Stores and indexes trauma videos for analysis, teaching, and research.

By facilitating a continuous feedback loop, Trauma Black Box empowers healthcare organizations to systematically analyze and refine every aspect of their trauma response process. This leads to optimized team performance, enhanced efficiency, improved patient safety, and overall higher quality of care.

Developed by Surgical Safety Technologies Inc. (SST), Trauma Black Box is part of a larger suite of intelligent software solutions designed for high-acuity environments. It integrates seamlessly with existing systems and is built on a foundation of research excellence, with over 80 peer-reviewed publications supporting its efficacy.

Trauma Black Box represents a transformative approach to trauma care, setting new standards in trauma excellence through data-driven insights and continuous improvement.

Not applicable

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.

Real-time Audio-Visual Capture: Unlike EHRs that primarily record text-based data, Trauma Black Box captures comprehensive audio-visual information during trauma responses.

Environmental Data Integration: Trauma Black Box collects environmental data, which is typically not part of standard EHR functionality.

Consolidated Timeline View: While EHRs often show chronological event logs, Trauma Black Box provides a more comprehensive, integrated timeline of the entire trauma response.

Performance Analysis Tools: Trauma Black Box offers specialized tools for analyzing team performance, which goes beyond the scope of most EHRs.

Trauma-Specific Focus: This system is tailored specifically for trauma responses, whereas EHRs are designed for general patient record-keeping across various healthcare scenarios.

Comprehensive Data Integration: Trauma Black Box integrates audio-visual, environmental, and patient data into a single platform, which may be more comprehensive than some competing systems.

Annotation Tools: The system includes integrated annotation tools, allowing for detailed marking and analysis of specific events.

Research-Backed Approach: With over 80 peer-reviewed publications supporting its efficacy, Trauma Black Box has a strong foundation in research.

Part of a Larger Ecosystem: As a product of Surgical Safety Technologies, it's part of a broader suite of solutions for high-acuity environments, potentially offering better integration and consistency across different hospital areas.

Customizability: The system is adaptable to specific institutional needs, which may not be the case for all competitors.

Continuous Improvement Focus: The emphasis on creating a continuous feedback loop for ongoing refinement of trauma resuscitations.

Integration with Existing Systems: The platform is designed to integrate with existing hospital systems.