Community Behavioral Health of Philadelphia Provides Top-Notch Caller Assistance with Amcom Software Contact Center Solutions

Amcom Software, Inc. today announced that Community Behavioral Health (CBH) in Philadelphia has achieved consistently strong results by using the Amcom operator console and speech recognition solutions. The operator group using these applications provides the first line of contact for 350,000 local Medicaid recipients seeking assistance with coordinating behavioral and mental healthcare.

"We’ve been cited by the federal government for excellence in providing behavioral health services, and we’re very proud of that,” said Marilyn Nicoletti, Assistant Director of Administrative Management/Telecommunications Manager, Community Behavioral Health. "Our ability to assist callers quickly is a key component of this. Our operator staff is happy because the Amcom system provides them the ability to quickly access all the information they need.”

The automatic call distribution (ACD) functionality of CBH’s phone system sends each inbound call to the next available operator’s console, which helps provide coverage when someone is away. Operators also use an integrated directory to aid callers who cannot remember a care manager’s name. This directory allows them to search for any characteristic that the caller can remember, which eliminates unnecessary or incorrect transfers. Further, the Amcom operator console has enabled the group to eliminate the requirement to log long distance connection requests on paper for internal callers because the system tracks this automatically.

The Amcom speech recognition system also helps the group process the heavy call volume more efficiently through speech-based prompts asking callers to say the person, department, or information they seek. The system ‘listens’ to the request, finds the information, and connects the call. The speech solution is able to help many callers each month with simple requests for directory assistance or transfers to find the people they need without human intervention. Through ACD, routing calls still allows operators to maintain the personal contact so important to members.

"Managing a contact center on a 24/7/365 basis is very much an art—one that requires a good balance of the right technology solutions and a well-trained and knowledgeable staff,” said Chris Heim, President, Amcom Software. "We’re so pleased that Community Behavioral Health has succeeded in its mission to provide high-quality services for its community year after year using our solutions as the communications backbone.”

About Community Behavioral Health (CBH)
CBH, Philadelphia's not-for-profit managed care entity, was established by the City in 1997 to manage the behavioral healthcare services for the city’s approximately 350,000 Medicaid recipients. The creation of CBH served as the catalyst for the integration of Philadelphia's behavioral health system.

About Amcom Software
Amcom Software, a subsidiary of USA Mobility, Inc. (Nasdaq: USMO), connects people to each other and to the data they need. This helps organizations save lives with communications that are faster, more accurate, and more efficient. Amcom Software’s unified communications technologies include solutions for contact centers, emergency management, mobile event notification, and messaging. The company’s products are used by leading organizations in healthcare, hospitality, education, business, and government. By continually developing its industry-leading technologies, Amcom Software has rapidly grown and solidified its market leadership. For more information, call 800.852.8935 or go to http://www.amcomsoftware.com.