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The Charité Telemedicine Center (TMCC) of the Berlin Medical University will deploy the GenESys customer interaction management system and the Genesys video platform to provide home care for patients with chronic diseases who participate in multiple research projects funded by the German Federal Ministry of Education and Research, and provide remote support for emergency rescue .
According to Dr. Martin SChultz, the director of TMCC, TMCC includes a number of research institutions. Among them, ALARM, MATRIX and smartSenior have begun to use telemedicine conference interconnection technology, and promote the electronic transmission of information between departments such as internships, diagnosis and treatment, and data centers. The first phase of the expansion platform was put into commercial operation in the middle of this year.
Dr. Schultz said: “The combination of telemedicine and innovative contact center technology will expand the application of future-oriented telemedicine technology. We are responsible for the health of patients, so we need solutions with high reliability and graphic quality to help us. Accurately assess the condition. The reliability of the Genesys solution, the rich experience of the support team, and the openness and flexibility of the solution are the key reasons that prompted us to choose the Genesys platform. After adopting the Genesys solution, during deployment and after future upgrades, We will all save a lot of time and cost.”
Realize the electronic transmission of medical information through the video contact center
TMCC’s video contact center can enhance communication between various departments of medical services, provide doctors and experts with the necessary tools, and provide remote first aid through the video contact center. For example, medical staff in an ambulance can communicate with the doctor through a real-time transmission device, and exchange patient vital signs information such as EKG results with the doctor on the way to the hospital, so that the patient can receive the most adequate medical care immediately after reaching the hospital . It also allows medical staff on the ground to monitor and manage the emergency procedures of medical staff on flights.
At the same time, the new communication function will enhance the speed and range of communication between doctors. For example, with the help of a video contact center, doctors can review their own diagnosis, and transmit patient information and results to medical experts for a second diagnosis to determine the optimal treatment plan. The video contact center helps TMCC seize more business opportunities and cooperate with industry partners, such as providing continuous vital sign signal monitoring through fixed sensors to improve the level of medical care for remote patients.
Andy Lendner, head of Alcatel-Lucent’s German Enterprise Network Business Unit, said: “Charité Telemedicine Center has been actively providing doctors and medical experts with the latest innovative medical solutions. The new video contact center fully demonstrates the great potential of communication in improving medical standards. .”
Support future open standards
In the process of planning the video contact center, TMCC researched multiple contact center solutions and concepts according to its needs. In the end, the advantage of the scalable Genesys software solution that can seamlessly access TMCC’s existing system architecture became the key factor for the final victory. Moreover, standardized independent platform solutions also provide the best guarantee for future security. The openness of the solution not only protects existing investments, but also facilitates integration with TMCC’s future systems.
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