Cancer Treatment Centers of America
CTCA operates 5 hospitals in the US solely focused on providing well-coordinated cancer treatment in a welcoming environment. CTCA draws patients from all states and many foreign countries.
Since patients can come from far away, CTCA faces the challenge of effectively engaging prospective patients and their families as they try to evaluate their cancer treatment options and make the once in a lifetime decision about selecting a service provider. Relying solely on telephone conversations can be limiting.
By using the Live Expert Anywhere module on CTCA’s website and emails, prospective patients and family members can instantly begin a video call with a CTCA oncology information specialist (OIS). These advisors use face to face conversation and onscreen content sharing to explain CTCA’s approach to cancer treatment. The result is significantly greater new patient conversion than with telephone or email communications.
Because Live Expert Anywhere works with just a browser, patients are instantly connected to an OIS agent without the fuss of traditional video conferencing systems, which include:
- Software download
- Setting up a user account
- Using an address book
- Pre-scheduling a session
Live Expert Anywhere works on all browsers, all operating systems, and all devices – PC, Mac, iOS, Android. Also, unlike videoconferencing systems, Live Expert handles real time call routing based on skill and agent availability, customer queues, and live video call transfers from one advisor to another.
CTCA previously used a different system with fewer capabilities, but switch to the Live Expert system in 2015.