OUR TECHNOLOGY
FMS technology provides the foundation for high volume file penetration and effective account management. Through efficient use of our technology resources we strengthen the effectiveness of our collection strategies and calling campaigns.
- TWO LEADING-EDGE DIALERS
Connect With the Correct Party More Consistently - ONTARIO SYSTEMS SOFTWARE
The Most Robust Collection System in the Industry - SPEECH ANALYTICS
Allows FMS to Quickly Identify and Maintain BPA and Compliance Protocols - INTERACTIVE VOICE RESPONSE SYSTEM (IVR)
Patients Pay After Hours by Phone Without an Agent - INTERACTIVE COMMUNICATION SOFTWARE
Reduced Answering Machine Connections - ONLINE DEBTOR PAYMENTS
Patients Access Accounts Online to Make a Payment
SECURITY SYSTEM
FMS employs a state-of-the-art security system including closed circuit TV, full lock-down capability, 24 hour outside monitoring, an inert gas fire suppression and a card swipe access to the facility. FMS has a fully documented Disaster Recovery Plan with call center redundancy at two additional sites. System back-ups are performed on a nightly basis.
COLLECTION SYSTEM
FMS utilizes the cutting edge FACS collection system from Ontario. The FACS family of products is a suite of user friendly integrated tools that allows efficient gathering, prioritization, and dissemination of information required to make good management decisions and improve overall collection effectiveness. Operating on a Windows-based Dell PowerEdge platform, the FACS system allows for the most complete client reporting possible. FACS updates are complimentary to the user, allowing FMS to stay on the leading edge of collection technology in the industry.
DIALER SYSTEM
FMS integrates timely calling campaigns and interactive communications modules to maximize right party contacts. FMS uses two predictive dialers, the Ontario Guaranteed Contacts and IAT CT Center dialers. Both dialers have 106 seats giving FMS a total of 212 dialer seats with the capacity to triple in size. Both dialers are blended inbound and outbound and feature the capability of virtual agent and interactive messaging campaign functions.
SERVER SYSTEM
The new Dell PowerEdge 2950 with 64-bit Quad-Core Intel® Xeon® processors and CX300 fiber array delivers better performance, faster response times and the ability to handle more simultaneous users. Larger memory capability supports more applications and greater streamline opportunities.
TELECOM SYSTEM
FMS uses the Nortel Succession M-1000 telephone system. The Nortel system offers advanced voice and data connectivity, LAN communications, computer integration and information services to serve your collection needs better. Additionally, FMS utilizes the Co-Nexus CXM digital recording system and the Ontario Voice Trax recorder for the purposes of call quality coaching and monitoring.
TECHNOLOGY HIGHLIGHTS
- ONTARIO SYSTEMS SOFTWARE
The most robust collection system in the industry - SPEECH ANALYTICS
Allows FMS to quickly identify and maintain compliance protocols - INTERACTIVE VOICE RESPONSE SYSTEM (IVR)
Pay after hours by phone without
an agent
- INTERACTIVE COMMUNICATION SOFTWARE
Reduced answering machine connections - ONLINE DEBTOR PAYMENTS
Access accounts online to make
a payment
ADVANCED COLLECTION SOFTWARE
ONTARIO SYSTEMS
FMS utilizes a cutting edge technology from Ontario Systems (OS). The OS family of products is a suite of user-friendly integrated tools that allows efficient gathering, prioritization, and dissemination of information required to make good management decisions and improve overall collection effectiveness. Operating on a Virtual Hyperconverged platform, the OS system allows for the most complete reporting possible. OS updates are complimentary to the user allowing FMS to integrate the most advanced collection technology in the industry.
DIALER SYSTEM
PREDICTIVE DIALER
FMS integrates timely calling campaigns and interactive communications modules to maximize right party contacts facilitated by Ontario Systems’ Contact Savvy application. Contact Savvy integrates the collection strategy and calling campaigns to provide FMS with unlimited seat and calling capacity. The application is a blended inbound and outbound and and feature the capability of virtual agent and interacting messaging campaign functions. All calls are recorded and reviewed with Speech Analytics.
IVR – INTERACTIVE VOICE RESPONSE
Signature IVR allows account holders and clients to check balance information, make payment arrangements, and complete other transactions via touch-tone phone, eliminating human intervention, and enhance productivity with:
- Full integration between Ontario Systems’ Guaranteed Contacts, PBX telephone systems, and FACS.
- Automatically-updated current information for better customer satisfaction.
- Real-time transaction information and timely updates passed along with every call.
VOICE ANALYTICS
FMS’ Quality Assurance department utilizes speech analytics during their blind monitor reviews.
The speech analytics program is a Windows-based desktop speech search and analytics product based on patented phonetic technology, enabling FMS to locate words and phrases in call recordings.
The speech analytics program results are:
- Improved efficiency over previous speech search techniques, releasing value through increased coverage.
- Increased business performance due to improvements in customer service through identifying good and bad practice.
- Enhanced brand protection by reducing the risk of malpractice, fraud, and non-compliance.
SECURITY SYSTEM
24-HOUR MONITORING
FMS employs a state-of-the-art security system including closed circuit TV, full lock-down capability, 24-hour outside monitoring, an inert gas fire suppression, and card swipe access to the facility. FMS has a fully documented Disaster Recovery Plan with call center redundancy at two additional sites. System back-ups are performed on a nightly basis.
