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Using Smart Edge Visibility To Assure Healthcare & BPO Environments
技术
- 应用基础设施与中间件 - API 集成与管理
- 网络与连接 - 软件定义网络
适用行业
- 医疗保健和医院
- Professional Service
适用功能
- 商业运营
- 人力资源
用例
- 远程协作
服务
- 云规划/设计/实施服务
- 系统集成
挑战
BPO 在其技术中心之一托管了许多业务应用程序,包括一个内部开发的计费应用程序。此计费应用程序在医疗保健的日常联系中心运营中发挥着至关重要的作用。当客户就计费问题致电医疗保健的联系中心时,客户服务代表 (CSR) 工作流会从 BPO 的数据湖中启动查询,以在 CSR 的用户界面上填充该呼叫者的保险计费信息。然而,随着时间的推移,CSR 在查询账单时开始遇到“屏幕冻结”,他们不得不用标准的联系中心口语向客户解释这些延迟——例如“今天的电脑运行有点慢”。除了这些脚本化的解释之外,实际发生的事情是 BPO 的计费应用程序反复超时、设置和重置。虽然这是一个间歇性的性能问题,给医疗保健客户在每次通话中带来不便,但它影响了呼叫中心运营和 CSR 执行一年多。
关于客户
这家领先的业务流程外包商 (BPO) 正在推动采用其创新的“大数据”营销应用程序,以改善客户的运营、品牌推广、客户参与和保留计划。该 BPO 的客户遍布众多垂直行业,包括保险、媒体、旅游和医疗保健。该公司在靠近客户的地理位置运营着多个技术中心来托管这些应用程序和其他业务服务。该 BPO 与其领先的医疗保健客户之一保持着密切的业务关系。
解决方案
BPO 和医疗保健公司都将此视为一级服务问题,他们各自的 IT 运营团队在排除自身环境故障时都尽职尽责,但无法直观地看到交易“另一边”发生的情况。医疗保健公司和 BPO 之间的 IT 领导层了解到,他们都是 NETSCOUT 客户,都使用 nGenius 可视性即服务 (nVaaS) 咨询解决方案来运行 NETSCOUT 服务保障和智能边缘可视性解决方案,以帮助各自的业务和应用程序以最佳效率运行。在这两个客户的带动下,nVaaS 主题专家与每个 IT 组织合作,了解如何使用 nGeniusONE 服务保障和 NETSCOUT 智能可视性资源来监控双方的计费交易问题。通过这些 nVaaS 工作,BPO 的 IT 运营团队优化了对其他基于软件的 NETSCOUT InfiniStreamNG (ISNG) 和 nGenius Packet Broker 智能可视性数据源的使用,该解决方案从网络流量包中生成智能数据,使他们能够访问整个端到端服务交付环境中的单窗格 nGeniusONE 视图。
运营影响
数量效益
相关案例.
Case Study
Hospital Inventory Management
The hospital supply chain team is responsible for ensuring that the right medical supplies are readily available to clinicians when and where needed, and to do so in the most efficient manner possible. However, many of the systems and processes in use at the cancer center for supply chain management were not best suited to support these goals. Barcoding technology, a commonly used method for inventory management of medical supplies, is labor intensive, time consuming, does not provide real-time visibility into inventory levels and can be prone to error. Consequently, the lack of accurate and real-time visibility into inventory levels across multiple supply rooms in multiple hospital facilities creates additional inefficiency in the system causing over-ordering, hoarding, and wasted supplies. Other sources of waste and cost were also identified as candidates for improvement. Existing systems and processes did not provide adequate security for high-cost inventory within the hospital, which was another driver of cost. A lack of visibility into expiration dates for supplies resulted in supplies being wasted due to past expiry dates. Storage of supplies was also a key consideration given the location of the cancer center’s facilities in a dense urban setting, where space is always at a premium. In order to address the challenges outlined above, the hospital sought a solution that would provide real-time inventory information with high levels of accuracy, reduce the level of manual effort required and enable data driven decision making to ensure that the right supplies were readily available to clinicians in the right location at the right time.
Case Study
Gas Pipeline Monitoring System for Hospitals
This system integrator focuses on providing centralized gas pipeline monitoring systems for hospitals. The service they provide makes it possible for hospitals to reduce both maintenance and labor costs. Since hospitals may not have an existing network suitable for this type of system, GPRS communication provides an easy and ready-to-use solution for remote, distributed monitoring systems System Requirements - GPRS communication - Seamless connection with SCADA software - Simple, front-end control capability - Expandable I/O channels - Combine AI, DI, and DO channels
Case Study
Driving Digital Transformations for Vitro Diagnostic Medical Devices
Diagnostic devices play a vital role in helping to improve healthcare delivery. In fact, an estimated 60 percent of the world’s medical decisions are made with support from in vitrodiagnostics (IVD) solutions, such as those provided by Roche Diagnostics, an industry leader. As the demand for medical diagnostic services grows rapidly in hospitals and clinics across China, so does the market for IVD solutions. In addition, the typically high cost of these diagnostic devices means that comprehensive post-sales services are needed. Wanteed to improve three portions of thr IVD:1. Remotely monitor and manage IVD devices as fixed assets.2. Optimizing device availability with predictive maintenance.3. Recommending the best IVD solution for a customer’s needs.
Case Study
HaemoCloud Global Blood Management System
1) Deliver a connected digital product system to protect and increase the differentiated value of Haemonetics blood and plasma solutions. 2) Improve patient outcomes by increasing the efficiency of blood supply flows. 3) Navigate and satisfy a complex web of global regulatory compliance requirements. 4) Reduce costly and labor-intensive maintenance procedures.
Case Study
Harnessing real-time data to give a holistic picture of patient health
Every day, vast quantities of data are collected about patients as they pass through health service organizations—from operational data such as treatment history and medications to physiological data captured by medical devices. The insights hidden within this treasure trove of data can be used to support more personalized treatments, more accurate diagnosis and more advanced preparative care. But since the information is generated faster than most organizations can consume it, unlocking the power of this big data can be a struggle. This type of predictive approach not only improves patient care—it also helps to reduce costs, because in the healthcare industry, prevention is almost always more cost-effective than treatment. However, collecting, analyzing and presenting these data-streams in a way that clinicians can easily understand can pose a significant technical challenge.