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A2010-572 - Assessment: IBM Tivoli Monitoring V6.2.3 Administration - BrainDump Information

Vendor Name : IBM
Exam Code : A2010-572
Exam Name : Assessment: IBM Tivoli Monitoring V6.2.3 Administration
Questions and Answers : 116 Q & A
Updated On : January 18, 2019
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A2010-572 exam Dumps Source : Assessment: IBM Tivoli Monitoring V6.2.3 Administration

Test Code : A2010-572
Test Name : Assessment: IBM Tivoli Monitoring V6.2.3 Administration
Vendor Name : IBM
Q&A : 116 Real Questions

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IBM Assessment: IBM Tivoli Monitoring

Is Nagios The future of Monitoring For IBM i? | killexams.com Real Questions and Pass4sure dumps

November 12, 2018 Alex Woodie

For a long time, technology experts grew to become to dependent frameworks from IBM Tivoli, CA, Hewlett Packard, and BMC (“The large four”) to monitor their hardware and software stacks. however the open source world has caught up with those closed monitoring environments, and a mission dubbed Nagios is poised to be the go-to platform for IT monitoring, together with on IBM i.

Nagios, in case you aren't everyday, is a free and open source software product that gives monitoring and alerting for servers, community apparatus, purposes, and the array of capabilities that organizations more and more depend on. The application –backed via the necessary recursive acronym “Nagios Ain’t Gonna Insist On Sainthood” – changed into at the beginning developed with the aid of Ethan Galstad again in 2002 to run and display screen Linux methods, which turned into simply starting to make headway in business information centers.

over the years, the C-based mostly application has been extended to support an array of object kinds, including host substances like processor load, disk and RAM utilization, and gadget logs for a majority of conventional working programs, together with IBM i. The vigorous Nagios neighborhood has created a wide range of Nagios brokers which have extended the framework to an estimated 5,000 devices.

Nagios is an open source tool that enables administrators to video display their IT equipment and applications.

On the network aspect of issues, Nagios Core (because the open source product is accepted) monitors routers, switches, and other apparatus, and supports SMTP, POP3, FTP, and SNMP protocols, amongst others. All remote monitoring can be encrypted, and it also presents a plug-in that lets users create their personal monitors in plenty of languages.

statistics amassed by means of energetic and passive Nagios plug-ins is routed into the Nagios server, where the statistics is sorted and signals are despatched out. clients can devour signals in plenty of approaches, together with via an internet browser, through SMS pagers, and thru email. With an easy look at the Nagios dashboard on a mobile, a methods admins can see if important servers, system, and services are alive or lifeless.

The Nagios Core server utility also can work with a “round-robin database” (RRD) to simplify the storage and querying of time-series records. With RRD, admins can dive deeper into Nagios information and examine graphs to see efficiency developments. And with a bit setup forward of time, Nagios can also be configured to automatically reply to routine as they take place, or escalate alerts to different individuals.

corporations that need greater than what Nagios Core has to offer can find it from Nagios businesses, the industrial outfit behind the open supply challenge. The St. Paul, Minnesota-primarily based company, which employs Galstad, extends Nagios Core with a couple of choices, together with Nagio XI, which facets a greater extensible front-conclusion and a MySQL-primarily based returned-end. Nagios XI additionally brings a stronger user event with more powerful graphs and more advantageous dashboards.

IBM i consumers can use Nagios to display screen 15 metrics with the Nagios Plug-Ins for IBM i beta.

unfortunately, Nagios companies doesn’t guide IBM i. however that you may get a Nagios distribution for IBM i from a bit outfit known as foreign enterprise Machines. In 2017, massive Blue shipped a beta edition of an IBM i plug-in designed to feed records from the IBM i sever into the open source Nagios Core product or Nagios XI.

in accordance with a developerWorks web page, the IBM i Nagios plug-in collects 15 distinctive statistics aspects from IBM i servers, together with things like CPU and disk utilization, ASP usage, number of active jobs, and lengthy-operating SQL jobs, among others. Some of those functions are supported by way of SNMP, whereas others require the open source JTOpen Java toolbox to be installed.

The Nagios server itself doesn’t run on IBM i – at least now not yet. With the Nagios on IBM i plug-in, IBM gives users with guidelines on how to install Nagios Core or Nagios XI on a Linux server. Technically, there should be nothing stopping from a person installing Nagios in a Linux LPAR on the power systems server – and even for IBM to port the application to the IBM i OS via PASE – however that has not happened yet.

IBM makes the case for IBM i retail outlets to use Nagios in a PDF presentation on Nagios created by way of IBM i company architect Tim Rowe and Wang Yun, who developed the Nagios for IBM i plug-in. while Navigator for i provides first rate coverage of IBM i-centric queues and metrics, that product doesn’t give shoppers with any visibility of what’s happening outdoor the IBM i equipment.

purchasers who buy Nagios XI can monitor IBM i metrics graphically.

Nagios, nonetheless, offers administrators and operators with a single centralized view of all IT assets, Rowe and Yun write. besides the core IBM i metrics that at the moment are obtainable by way of the Nagios plug-in, IBM i clients can get fashion and historical facts, as well because the flexibility to configure metrics to their liking, now not to mention the potential to create their own custom plug-ins.

IBM isn’t the handiest company doing Nagios work on IBM i. just a few years ago, ShapPin Cheng launched a GitHub challenge known as check_as400 that moved facts from IBM i server logs into Nagios. due to the fact the extensibility and openness of Nagios, it wouldn’t be mind-blowing to peer impartial utility providers within the IBM i community undertake the technology for his or her own programs monitoring offerings.

For now, IBM offers the Nagios plug-in as a beta. Don’t be shocked to look it develop into a completely supported offering in the months to come back, specifically due to the fact that the love affair that IBM has with open supply software this present day.

linked experiences

IBM i efficiency secrets and techniques published

What’s Cooking With IBM i On GitHub?

ASCI Job Scheduler gets Hooks for Nagios


report: Microsoft tops IBM as highest quality blockchain-as-a-service platform | killexams.com Real Questions and Pass4sure dumps

Microsoft edged out IBM because the desirable blockchain-as-a-carrier platform, based on a aggressive evaluation by way of ABI research.

Microsoft, which has been concerned with blockchain projects on account that as a minimum 2015, took the right spot largely in keeping with the range of blockchain features it provides on its Microsoft Azure cloud computing platform, most chiefly its Blockchain Workbench, based on ABI analysis.

The Oyster Bay, manhattan analysis enterprise talked about that IBM turned into marginally forward of Microsoft in terms of innovation, however that each corporations had been head shoulders above the competitors in the blockchain-as-a-carrier sector.

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“The introduction of cloud choices within the space shows that blockchain know-how is ripe for productization. Microsoft and IBM are capitalizing on the numerous proof of ideas and pilots that have been proven on their structures in the remaining 2 years, the primary of which can be already being commercialized,” mentioned Michela Menting, research director at ABI analysis, in a press release. “while IBM has one of the vital more superior pilots thus far, Microsoft leads on the implementation front, with a huge range of platform decisions and deep integration with its present cloud features.”

The next group of companies that were assessed via ABI had been tightly filled with a moderate lead via SAP adopted via Oracle and Cisco, respectively. these three companies are relatively new to the blockchain marketplace, however all three have accelerated the commercialization of their choices, in response to ABI. SAP, Oracle and Cisco have accelerated the commercialization of their choices by using providing feature-prosperous structures throughout a wide market latitude whereas additionally integrating blockchain within their own and third-birthday party offerings.

ABI also singled out Huawei, which launched a blockchain service remaining month, as an up and comer within the blockchain market.

The blockchain-as-a-provider (BaaS) competitive evaluation ranked eleven carriers currently competing within the BaaS space: Alibaba, Amazon, Baidu, Cisco, HPE, Huawei, IBM, Microsoft, Oracle, SAP and Tencent, based on ABI research's standards framework. every dealer changed into analyzed on innovation metrics corresponding to market penetration, proof of ideas and pilots, and ecosystem aid, and implementation metrics akin to platform range, fundamental facets, developer elements, and integration with their personal solutions.

linked: Colt and Zeetta Networks to reveal blockchain marketplace at MEF18

carrier providers are also ramping up their blockchain efforts, which covered a few proof-of-conception demonstrations finally month's MEF18 conference in l. a.. 

In September, AT&T introduced a collection of blockchain-based mostly functions that are designed to aid its commercial enterprise customers reduce costs and speed automation tactics. AT&T paired its blockchain choices with its area-to-side capabilities to get the services closer to the end users. AT&T additionally pointed out it was the usage of its web of things (IoT) options to add automation into the blockchain services while additionally proposing monitoring capabilities. AT&T is working with IBM and Microsoft Azure's blockchain applied sciences.

BT, Colt, HGC world, Telefonica and Telstra carried out a trial prior this 12 months that used blockchain for wholesale contract. In August, CBCcom, PCCW world, Sparkle, Tata Communications, Clear Blockchain applied sciences and Cataworx announced a blockchain PoC trial.

A recent survey by means of Deloitte of executives operating telecommunications, media and amusement corporations found that eighty four% of the respondents believed that blockchain would widely scale and reach mainstream adoption.

in line with GlobalData, blockchain is a $1 billion possibility for telecommunications agencies, but they need to proactively make the massive commitments necessary to place themselves for that profits.


CSIRO coughs up AU$35m for Australia's space efforts | killexams.com Real Questions and Pass4sure dumps

istock-824379206.jpg XtockImages, Getty pictures/iStockphoto

The Commonwealth Scientific and Industrial analysis company (CSIRO) has made AU$35 million attainable for analysis into new and emerging technologies.

according to CSIRO, the funding may be available particularly for use in the areas of space technology and artificial intelligence, including on the construction of superior imaging of Earth from satellites and statistics science via AI and computer getting to know.

With AU$sixteen million invested, the space expertise section could be charged with determining and developing "science to leapfrog ordinary technologies" and locate new areas Australia can center of attention on.

CSIRO pointed out it's going to originally center of attention on superior applied sciences for Earth remark, and then tackle challenges reminiscent of area object tracking, resource utilisation in area, and constructing manufacturing and existence support systems for missions to the Moon and Mars.

AU$19 million can be used to goal AI-driven solutions for areas together with food safety and pleasant, health and well-being, sustainable energy and resources, resilient and valuable environments, and Australian and regional security, CSIRO defined.

The primary analysis areas encompass structures to "enrich prediction and realizing of complex statistics; structures to enable faithful inferences and risk-based mostly choices; and facts techniques to enable ethical, potent and scalable AI".

The investment is a part of CSIRO's Future Science platforms (FSP) portfolio, aimed at dedicating research to new and rising opportunities for Australia.

CSIRO Futures, which is the strategy advisory arm and a accomplice of Australia's newly stood up countrywide science company, recently produced a roadmap assisting to check the direction the nation's space trade should take, highlighting that it is rarely almost placing individuals on the moon, quite the commercialisation of all issues space.

The roadmap specializes in three main areas for abilities building: area-derived functions, area object monitoring, and space exploration and utilisation.

the use of space records and satellite tv for pc communications to develop "downstream" industrial applications, CSIRO expects that for instance, the use of Earth commentary records can be used for various capabilities corresponding to far flung asset management, and environmental monitoring and evaluation.

"satellite tv for pc imagery and accurate positioning services are enabling the construction of precision agriculture strategies, with reports estimating that the price of Australian satellite tv for pc imagery-enabled precision farming for large acre cropping may attain AU$221 million annually by means of 2025, up from AU$17 million in 2015," CSIRO wrote in space: A Roadmap for unlocking future increase opportunities for Australia 2018 [PDF].

CSIRO on Monday spoke of FSP's intention is to reinvent historical, and create new, area-connected industries, as well as develop analysis skill in students pursuing a profession in house.

space expertise and artificial intelligence be a part of eight different areas of future science, together with within the fields of fitness and power. by 2022, CSIRO's FSP program could have invested AU$205 million due to the fact that it launched in 2016.

"Our Future Science structures intention to turn Australia's challenges into opportunities where new science can damage via apparently inconceivable roadblocks to supply Australia an unfair advantage on the world stage," CSIRO chief government Dr Larry Marshall pointed out.

"Innovation wants deep collaboration, so our FSPs collect this nation's world-class potential across all fields of science, technology, engineering, and maths to carry true solutions to actual world complications."

The federal executive introduced right through the 2018-19 finances that it could be committing AU$41 million to the advent of the Australian space agency.

After officially launching the initiative with an initial AU$15 million in funding to "kick-delivery" its investment in may also, the govt introduced the agency would be led by former head of the CSIRO Dr Megan Clark for its institution and first year of operation.

up to date at 10.50am AEDT, November 19, 2018: Headline amended to mirror funding changed into for synthetic intelligence as well as area.

read greater:

CSIRO directs space agency faraway from humans and against commercialisation

The country's top analysis agency is nudging the newly stood up area agency within the route of house know-how R&D, in place of sending a man to the moon.

Australian states and territories to battle for space agency boasting rights

A six-month turf war over the Australian space company has begun between the nation's state and territory governments.

Australia to hearth its pork barrel into area

At a time when Australia continues to cut funds from the public carrier, primarily anything focused on science or education, a space agency notion smells greater like pork than rocket gas.

AI in area: Astronauts will get floating robot assistant due to IBM, Airbus (TechRepublic)

The digital assistant CIMON facets a edition of IBM Watson, and will support astronauts comprehensive initiatives on the overseas space Station.




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A2010-572 exam Dumps Source : Assessment: IBM Tivoli Monitoring V6.2.3 Administration

Test Code : A2010-572
Test Name : Assessment: IBM Tivoli Monitoring V6.2.3 Administration
Vendor Name : IBM
Q&A : 116 Real Questions

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Assessment: IBM Tivoli Monitoring V6.2.3 Administration

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IBM adds more security vendors to Tivoli Risk Manager | killexams.com real questions and Pass4sure dumps

the451, special to searchSecurity

IBM has extended Tivoli Risk Manager via interoperability with three new vendors. Network Associates Inc (NAI) adds its McAfee Active Virus Defense software to the mix. NFR Security joins Internet Security Systems (ISS) and Cisco Systems in providing Tivoli Risk Manager with intrusion detection technology, and on the firewall and VPN side, Secure Computing's Sidewinder takes its place beside Check Point.

Context

Tivoli is one of four software brands within IBM, the others being WebSphere, DB2 and Lotus. Within Tivoli, four business units concentrate on different aspects of management. One handles availability and performance, another configuration and operations and a third, storage. The fourth business unit within Tivoli focuses on security. It handles administration and authorization with its Policy Director and Identity Director products. Risk Manager, which first went to market in June 2000, offers centralized monitoring and assessment of all the security risks a company might face. It's designed to be used even by systems administrators who are not security experts.

Technology

Modern enterprises overflow with security software, typically point products from intrusion detection, antivirus, firewall and VPN vendors. Each package emits security events. In the past, companies have hired operators to watch the consoles for each package separately. Tivoli believes it has identified a need for a more holistic and correlated view.

Risk Manager comes in three pieces. The real-time monitoring component accepts input from any number of software products. Supported vendors include Apache Software Foundation, Argus Systems Group, Check Point Software Technologies, Cisco, ClickNet Security Technologies, Gilian Technologies, IBM, iPlanet International, ISS, Lockstep Systems, Microsoft, Red Hat, Sun Microsystems, Symantec and Zone Labs, as well as the freshly announced NAI, NFR and Secure.

The second component performs log analysis on the stored input in an effort to identify patterns of attacks. The third and final component offers what Tivoli calls "proactive vulnerability assessments" for threats like the Code Red e-mail virus. This component can start and stop a process or revoke a user's privilege if it believes it has identified inappropriate patterns of use.

Competition

Because Tivoli's security management software offers a broad range of features, it competes with a number of point product vendors. In authorization, Tivoli Policy Director faces off with companies like Netegrity. In administration and provisioning, Tivoli Identity Director competes with BMC, Oblix and Waveset. Tivoli is even moving into authentication with a PKI product and a fresh VeriSign alliance.

Among startup companies with venture funding, eSecurity is the closest competitor to Tivoli Risk Manager. Prospects that have investigated both report that eSecurity offers slightly superior integration and correlation of events, as you'd expect from a company betting the bank on this specialization. By cross-referencing two or three different reports, eSecurity tries to minimize the false positives that are invariably associated with threat management and intrusion detection systems.

Other vendors with intrusion detection products are Intellitactics and NetForensics. Meanwhile, several mainstream security vendors, notably ISS and Symantec, are starting to offer integrated management, although so far they're only supporting their own products. As for Tivoli's traditional management competitors, CA has made a couple of announcements, and there's little sign that HP is ready to move into the space.

Conclusion

There are about 50 major Tivoli Risk Manager customers. Street price comes to around $25,000 for 20 devices or so. List price is higher, but partners offer big discounts to existing IBM shops. Enterprise customers might expect to pay $100,000 or more. Tivoli executives say pricing is very competitive. Indeed, given the extent to which IBM can afford to subsidize its new adventures in software, it?s impressive that eSecurity has managed to gain the reputation it has.

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The Patient Engagement Revolution: The Role of the Contact Center in the Middle East Healthcare Industry | killexams.com real questions and Pass4sure dumps

Healthcare providers in the Middle East and Africa will spend $2.8 billion on IT products and services in 2014 - an increase of 2.8 percent over 2013, according to the latest estimates from Gartner. With spending expected to be concentrated on areas like building patient databases, mobile health, and preventive and diagnostic healthcare technologies, there is a dire need for healthcare providers to invest in patient engagement technologies.

The healthcare industry is no stranger to rapid evolution and for ages, providers have had to react quickly to new innovations. While employing the most skilled professionals and investing in the latest facilities goes a long way in establishing brand image, there are today many more factors that play a role in drawing in patients. Through the internet and social media, patients are smarter, more educated shoppers. Before they make a choice about a healthcare provider, they research their options through various channels in an effort to ensure they make the most educated and appropriate decision. Once the decision is made and the service is provided, the customer experience helps guarantee future business with both them and their peers.

Regulations, privacy challenges, and increasing research and technology, have all caused the healthcare industry to change regularly. Similarly, the expectations of patients continue to change in an effort to get quicker access to information they require. The idea of patient engagement is providing patients with access and allowing them to communicate with the provider at the time and in a manner they prefer. The downfall for many providers is waiting for patients to reach out to them before they provide information. Cost-cutting measures, penalties, and potential loss of business are creating an increasing need for automation around engagement practices.

Healthcare providers have to be able to provide a secure, efficient, and effective process to engage with patients if they hope to attract and retain their business. Whether large or small, every healthcare organization has a customer service center play a critical role in helping expand patient engagement strategies. The contact center now serves as the core of the customer service arena, and can be leveraged as a tool to achieve customer engagement excellence - if steps are taken to turn it into a platform for innovation.

Moving to a Multi-Channel Approach

For healthcare providers, patient engagement is the primary focus for cutting costs, reducing re-admissions, and preventing future expenses, as well as ensuring a seamless experience for all customer enquiries. By creating a multi-channel environment that invites multiple ways to engage both inbound and outbound, patients receive a more personalized level of care from the provider. Furthermore, many multi-channel implementations include self-service options to increase access to information no matter the time of day.  These channels may range from traditional modes of communication such as voice, fax, and email, to more recent channels like web chat, social media, and video. 

Multi-channel should not be interpreted as ‘every channel.’ Given the demographic of its patient base, it is the responsibility of the provider to determine what additional channels, if any, will prove beneficial to their patient engagement strategies. For instance, simple enquiries like appointment reminders, procedure follow-ups, or refill confirmations are increasingly being made available through SMS and email. At the time of enrollment with the provider, the patient has the option to communication preference, recognizing that these preferences may differ based on the notification. This may be driven by availability or confidentiality concerns. Either way, the idea is that the patient has the choice.

Providers should talk to patients, determine the need, and look at a scalable, paced plan to increase engagement automation. Once a plan has been put in place as to what channels to offer, how to offer them, and how to implement them, it will be important to determine an ongoing management plan. This includes staffing requirements, recognizing that not every user will be capable of handling different types of interactions. It also includes an ongoing maintenance plan for administration and reporting. Monitoring the use of current channels will help providers expand existing and future projects to create an even more effective strategy.

Self-Service Done Right

Interactive Voice Response (IVR) has earned a bad reputation in recent years, mainly as a result of poor implementations. Problems arise when companies do not take the time and resources to develop menus and options that actually prove beneficial to customers. If implemented correctly however, automation of the IVR can prove to be just as much, if not more, personalized than a real person. Through integration with back-end systems that contain relevant customer data, the IVR can be made more dynamic and intelligent.

For healthcare, EMR systems or billing applications contain a wealth of patient information. As soon as a patient calls in, the IVR can be linked to relevant patient information to help drive the call or suggest why they might be calling. From recent procedures or discharges to upcoming appointments and outstanding bills, a patient journey is created through a self-service engine.

Anytime information is made available to a patient or caregiver, it is always important to include security parameters for authenticating the caller. This may mean limiting information that is provided through the automated menu and escalating the call to a person if confidential medical information needs to be shared. It could also mean getting creative with authentication to confirm that the caller is who they say they are through recent technology like voice biometrics. No matter the implementation, self-service implemented correctly can serve as a cost-saving, convenient, personalized communication channel for providers and patients.

Proactive Versus Reactive Engagement

It can be easy to respond to patients only when they engage with us. What sets certain providers apart is the ability to create better relationships with patients by taking a more proactive approach to customer service. The idea that is that the organization can provide value to a patient even when they do not realize it can help expand the ongoing relationship.

Patients trust providers with their health and well-being. This dynamic of the industry makes it even more important that the level of patient service be unique. The contact center has tools in place to help provide necessary responses to incoming interactions along with more creative outbound notifications. As the social media trend evolves, more and more organizations are using this channel to engage with customers. The same holds true with provider opportunities. Thanks to social media, patients can get additional insight about almost everything from their healthcare providers, which was previously not available.

Additionally, proactive reminders through multichannel options like SMS, mobile applications, and email can help patients feel more in touch and educated on their health. From pre-op to post-op, to prescription reminders, to basic ‘just checking in’, automated outbound communications can serve as a great tool to talk to patients without requiring the human resources to do so.

Call to Action

Through increased integration, improved customer service strategies, and assessment of current business processes, organizations can make the decision to move to a more innovative and proactive strategy for patient engagement. What separates the healthcare industry from others is the idea that healthcare providers are dealing with real people, their health and well-being, and trying to do what is best for them. The services being rendered and sold are much more sensitive in nature, so a quality patient journey can be the perfect place to add personalization and care to services. And the contact center or patient service centre can serve as a great starting point and central location for this change. 

About the author: Shaheen Haque is the Territory Manager, Middle East & Turkey at Interactive Intelligence. Originally from Bangladesh, he spent his early years being educated in London, UK and subsequently has worked in the UK and Europe for predominantly US software companies since graduating from University in 1993. The list of organizations includes SPSS (now IBM), LBS, Oracle, Seagate Software, AppSmart Software. It was his job with Micromuse (now IBM) that first brought him to Dubai. After his stint in Micromuse, he worked with IBM Middle East for a while in the Tivoli division. Then in 2007 he joined Interactive Intelligence when the company opened its first Middle East office in Dubai Internet City.

Edited by Maurice Nagle

By TMCnet Special GuestShaheen Haque, Territory Manager, Middle East & Turkey at Interactive Intelligence ,

Contact Center Solutions Featured Article | killexams.com real questions and Pass4sure dumps

September 16, 2014

Healthcare providers in the Middle East and Africa will spend $2.8 billion on IT products and services in 2014 - an increase of 2.8 percent over 2013, according to the latest estimates from Gartner. With spending expected to be concentrated on areas like building patient databases, mobile health, and preventive and diagnostic healthcare technologies, there is a dire need for healthcare providers to invest in patient engagement technologies.

The healthcare industry is no stranger to rapid evolution and for ages, providers have had to react quickly to new innovations. While employing the most skilled professionals and investing in the latest facilities goes a long way in establishing brand image, there are today many more factors that play a role in drawing in patients. Through the internet and social media, patients are smarter, more educated shoppers. Before they make a choice about a healthcare provider, they research their options through various channels in an effort to ensure they make the most educated and appropriate decision. Once the decision is made and the service is provided, the customer experience helps guarantee future business with both them and their peers.

Regulations, privacy challenges, and increasing research and technology, have all caused the healthcare industry to change regularly. Similarly, the expectations of patients continue to change in an effort to get quicker access to information they require. The idea of patient engagement is providing patients with access and allowing them to communicate with the provider at the time and in a manner they prefer. The downfall for many providers is waiting for patients to reach out to them before they provide information. Cost-cutting measures, penalties, and potential loss of business are creating an increasing need for automation around engagement practices.

Healthcare providers have to be able to provide a secure, efficient, and effective process to engage with patients if they hope to attract and retain their business. Whether large or small, every healthcare organization has a customer service center play a critical role in helping expand patient engagement strategies. The contact center now serves as the core of the customer service arena, and can be leveraged as a tool to achieve customer engagement excellence - if steps are taken to turn it into a platform for innovation.

Moving to a Multi-Channel Approach

For healthcare providers, patient engagement is the primary focus for cutting costs, reducing re-admissions, and preventing future expenses, as well as ensuring a seamless experience for all customer enquiries. By creating a multi-channel environment that invites multiple ways to engage both inbound and outbound, patients receive a more personalized level of care from the provider. Furthermore, many multi-channel implementations include self-service options to increase access to information no matter the time of day.  These channels may range from traditional modes of communication such as voice, fax, and email, to more recent channels like web chat, social media, and video. 

Multi-channel should not be interpreted as ‘every channel.’ Given the demographic of its patient base, it is the responsibility of the provider to determine what additional channels, if any, will prove beneficial to their patient engagement strategies. For instance, simple enquiries like appointment reminders, procedure follow-ups, or refill confirmations are increasingly being made available through SMS and email. At the time of enrollment with the provider, the patient has the option to communication preference, recognizing that these preferences may differ based on the notification. This may be driven by availability or confidentiality concerns. Either way, the idea is that the patient has the choice.

Providers should talk to patients, determine the need, and look at a scalable, paced plan to increase engagement automation. Once a plan has been put in place as to what channels to offer, how to offer them, and how to implement them, it will be important to determine an ongoing management plan. This includes staffing requirements, recognizing that not every user will be capable of handling different types of interactions. It also includes an ongoing maintenance plan for administration and reporting. Monitoring the use of current channels will help providers expand existing and future projects to create an even more effective strategy.

Self-Service Done Right

Interactive Voice Response (IVR) has earned a bad reputation in recent years, mainly as a result of poor implementations. Problems arise when companies do not take the time and resources to develop menus and options that actually prove beneficial to customers. If implemented correctly however, automation of the IVR can prove to be just as much, if not more, personalized than a real person. Through integration with back-end systems that contain relevant customer data, the IVR can be made more dynamic and intelligent.

For healthcare, EMR systems or billing applications contain a wealth of patient information. As soon as a patient calls in, the IVR can be linked to relevant patient information to help drive the call or suggest why they might be calling. From recent procedures or discharges to upcoming appointments and outstanding bills, a patient journey is created through a self-service engine.

Anytime information is made available to a patient or caregiver, it is always important to include security parameters for authenticating the caller. This may mean limiting information that is provided through the automated menu and escalating the call to a person if confidential medical information needs to be shared. It could also mean getting creative with authentication to confirm that the caller is who they say they are through recent technology like voice biometrics. No matter the implementation, self-service implemented correctly can serve as a cost-saving, convenient, personalized communication channel for providers and patients.

Proactive Versus Reactive Engagement

It can be easy to respond to patients only when they engage with us. What sets certain providers apart is the ability to create better relationships with patients by taking a more proactive approach to customer service. The idea that is that the organization can provide value to a patient even when they do not realize it can help expand the ongoing relationship.

Patients trust providers with their health and well-being. This dynamic of the industry makes it even more important that the level of patient service be unique. The contact center has tools in place to help provide necessary responses to incoming interactions along with more creative outbound notifications. As the social media trend evolves, more and more organizations are using this channel to engage with customers. The same holds true with provider opportunities. Thanks to social media, patients can get additional insight about almost everything from their healthcare providers, which was previously not available.

Additionally, proactive reminders through multichannel options like SMS, mobile applications, and email can help patients feel more in touch and educated on their health. From pre-op to post-op, to prescription reminders, to basic ‘just checking in’, automated outbound communications can serve as a great tool to talk to patients without requiring the human resources to do so.

Call to Action

Through increased integration, improved customer service strategies, and assessment of current business processes, organizations can make the decision to move to a more innovative and proactive strategy for patient engagement. What separates the healthcare industry from others is the idea that healthcare providers are dealing with real people, their health and well-being, and trying to do what is best for them. The services being rendered and sold are much more sensitive in nature, so a quality patient journey can be the perfect place to add personalization and care to services. And the contact center or patient service centre can serve as a great starting point and central location for this change. 

About the author: Shaheen Haque is the Territory Manager, Middle East & Turkey at Interactive Intelligence. Originally from Bangladesh, he spent his early years being educated in London, UK and subsequently has worked in the UK and Europe for predominantly US software companies since graduating from University in 1993. The list of organizations includes SPSS (now IBM), LBS, Oracle, Seagate Software, AppSmart Software. It was his job with Micromuse (now IBM) that first brought him to Dubai. After his stint in Micromuse, he worked with IBM Middle East for a while in the Tivoli division. Then in 2007 he joined Interactive Intelligence when the company opened its first Middle East office in Dubai Internet City.

Edited by Maurice Nagle



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