We weren’t quite sure what to do with ourselves when our call volume started to increase exponentially last year.  We run a small laboratory, and were accustomed to patients calling in to get their test results.  Normally, we’d have a nurse give the result, but then our business started to pick up dramatically.   Our reputation for good work at fair, honest prices has led many physician’s offices to use our services.  While thrilled, we were also a bit overwhelmed.  We started looking into to using ivr voice recognition solution, or interactive voice recognition technology, to handle this problem.  Patients can now call in to receive their test results over the phone, and our nurses are freed up to handle items that truly require their hands-on role.  The system has improved our confidentiality and has allowed us to expand with confidence.

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