An admin-controlled audio, video and text chat for customer communications holds the potential to significantly improve outcomes for businesses in the form of – enhanced collaboration, better operational efficiency, improved customer engagement, organized record keeping, strengthened management & a lot more! Yet, many businesses struggle to realize these benefits due to challenges such as feature development, resource allocation, device compatibility, and diversion from core activities.

FIRMINIQ’s industry-agnostic accelerator, InteractIQ eliminates these obstacles, enabling more efficient communication management. It empowers your admin to handle calls and ensure they reach the right person while maintaining organized records. Furthermore, InteractIQ is a highly customizable chat widget offering quick setup, transparent record-keeping, improved responsiveness to customers, and more.

FIRMINIQ is a trusted software product development company specializing in CONNECTED HEALTH. We reduce time to market for companies that use software to either improve their efficiency or generate revenue.

Our skilled team has successfully delivered cloud & mobile applications that helped our clients generate a combined revenue of well over $1 billion in the last 5 years. We take pride in being a trusted tech partner for global clients ranging from innovative start-ups & SMEs to established enterprises.

With our deep technical expertise and customer-centric focus; we help our partners through the entire product lifecycle hand holding from concept to scale. 

Within our strategic offshoring services, we ensure we set-up lean full-stack teams, drawing from our hundreds of business analysts, UX designers, project managers, developers, QA, support engineers & DevOps. Each team is closely tailored in management structure, composition & methodology to the client’s particular needs. 

Our people are central to our success. We recruit & retain excellent technical & creative people & have always had an attrition rate of less than 13%. Our culture is driven by passion, transparency, continuous learning & lots of coffee.

Core Service Offerings:

End-to-end Product Development: Building innovative products that scale with:

• UI/UX Design
• Mobile Development
• Web Development
• Backend & Middleware
• QE

Strategic Offshoring: Scaling engineering efforts as required with:

• Setting-up Scalable Agile Teams
• Staff Augmentation
• Cloud & DevOps: Building infrastructure, boosting development & automating processes with:
• Infrastructure
• DevOps
• Managed Support

Specialization:

Connected Healthcare:  Designing, building & transforming the connected health ecosystem with services in:

Remote Patient Monitoring (RPM)

Wearable & Medical Devices Apps

Secure Data Sharing

For anything & everything related to software development & delivery, drop us a line at info@firminiq.com

Without Hyro, health system call centers are reaching the burnout threshold too quickly. That’s when the perfect storm of missed calls, long wait times and poor user experience hits hard, ultimately causing patient churn and lost revenues. With Hyro, call center capacity is a non-issue, with 65-85% of calls being automatically deflected or resolved end-to-end, and the remainder of calls being quickly and accurately routed to the right departments.

It's an ever-clean filter you never need to change – Hyro has a three-pronged system to sorting call volume, automating routine calls without human intervention, directing complex calls to the right agent, and deflecting simple calls to SMS for self-service.

Smart Routing:

Navigate calls to the accurate source of support with natural language understanding (NLU)- based smart routing. Instantly match and transfer patient queries to the right service departments, skipping complicated audio menus and lengthy wait times in the process.

End-to-End Resolution:

Automate key digital services from start to finish with conversational AI end-to-end resolution. Solve routine requests such as physician scheduling, paying bills and getting answers to critical questions, without a human in the loop.

SMS Deflection/ Call-to-Text:

Shield overloaded call center teams from repetitive tasks with SMS Deflection (Call-to-Text). Funnel patients to self-serve with the resources you’ve already invested in, directing them to patient portals, FAQ pages, chat solutions and mobile app features.

Benefits:

• 3-10 day deployment
• Zero client-side maintenance
• 60-85% deflection/ resolution of calls and messages
• 5x Average Handle Time
• 99% reduction in Average Hold Time
• Pre-loaded skills, like scheduling and routing
• Proprietary natural language engine that adapts to patients' dialects, phrasing, sentiment and more
• Integrations with Epic EMR, Salesforce, and major telephony providers like Cisco, NICE, Genesys and Twilio

Hyro is a plug & play conversational AI platform enabling healthcare enterprises to easily supercharge patient experiences with voice & text capabilities across all their digital channels.

• Efficient Admin Operations Management at Scale: Elevate your admin operations capabilities at scale with an accelerator that streamlines communication, providing a powerful solution that lets them effortlessly manage incoming inquiries, ensuring top-notch customer service and efficient operations. 
• Plug & Play Integration: Seamlessly integrate the accelerator with your existing systems and workflows, allowing for a hassle-free setup that quickly enhances your business operations without disrupting your current processes. 
• Flexible & Cost-effective: Choose from a range of engagement models that suit your business needs, providing the flexibility to scale and customize the solution according to your preferences while ensuring cost-effectiveness and affordability. 
• Filter-out Unwanted Interactions: Keep track of all communications while filtering out unwanted interactions from customers. Also, save chat history for reference and compliance with the regulatory requirements.

Hyro layers on top of EHR functionality, adding natural language understanding to pre-existing workflows and use cases across Epic, Cerner and Athena.

Our main competitors, such as Syllable and Nuance, focus on intent-based voice solutions. Intent, within the conversational AI space, usually means "if X then Y". For example, if AVIA says "red" then stop. We know that conversations need to be more flexible than a rigid flow chart of intents, so Hyro invented a new language-based approach called Adaptive Communications, which uses a knowledge graph, computational linguistics and natural language understanding to simplify and speed up deployment processes. Because of our approach, health systems do not need to constantly update their voice interfaces based on ever-changing content. It also means that typical challenges with conversational AI, including adding new use cases to existing deployments, are nullified with the ability to layer on new data without retraining the model. Ultimately, the time and cost saved by switching from intent-based to language-based is what drove Intermountain Healthcare, Baptist Health, Novant Health and plenty of other health systems to Adaptive Communications.

Unique Benefits: 

• No-code, effortless deployment, and maintenance that doesn’t require any playbooks or training data
• Voice AI that adjusts to changes in context
• Fast automation of dozens of customized use cases and skills simultaneously
• Industry-leading understanding rate at an average of 85-90%
• Seamless live handoff between AI and agents on Cisco, Genesys, NICE, Twilio and more
• Automatic 24/7 scraping of data sources including websites, EMRs/ CRMs, APIs, and client databases
• Real-time dashboard with insights (trends, keywords, and metrics) that helps to optimize digital services
• Explainability that allows health systems to understand why/how AI provides all outputs