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 was very limiting.
By using Live Expert’s Anywhere module on CTCA’s website and emails, prospective patients and family members can instantly begin a video call with a CTCA patient engagement specialist or oncology specialist. These advisors use face to face conversation and onscreen content sharing to explain how CTCA’s approach to cancer treatment is different than rest of the industry. The result is a significantly greater patient new conversation that with telephone or email communications.
Since Live Expert Anywhere works with just the browser and instantly establishes a video call, the patient does not experience the fuss of traditional video conferencing tools, which include:
- Software download
- New video plug-in
- Need to set up a user account
- Need to share address book
- Need to schedule a session.
Unlike other browser-based video chat tools, Live Expert Anywhere works across all browsers – automatically selecting WebRTC for Chrome and Firefox, and Flash for IE and Safari. 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 less capabilities, but switch to the Live Expert system in 2015.