Virtus Well being enhancing IVF affected person expertise with AI

Assisted reproductive service supplier Virtus Well being is taking its buyer relations administration to the cloud, enhanced by AI. 

It has chosen American firm RingCentral to ship an built-in communications and speak to centre answer throughout its 62 fertility clinics, day hospitals, and diagnostics centres worldwide, largely in Australia. That includes RingCentral MVP and Contact Centre, the answer will consolidate and mix Virtus’ telephony and speak to centre performance and the flexibility to handle name flows and queues centrally.

Deployment, which started at its Full Fertility Centre in Southampton in the UK, can be carried out systematically over Virtus’ world SD-WAN within the subsequent six months, based mostly on a media launch. It should additionally contain the combination of RingCentral for Salesforce, making certain calls are routed to the suitable clinics and groups whereas making affected person data readily accessible. 

Responding to inquiries concerning the cybersecurity of its world implementation, RingCentral assured that no less than for the Australia-wide deployments it has complied with Virtus’ core necessities for service availability and reliability, in addition to the safety and privateness of affected person information. “That information contains the content material of calls, facsimiles, voicemails, voice recordings, shared information, conferences, webchat, e-mail or different communications transmitted or saved by RingCentral providers, with the information retained in Australia,” it instructed Mobihealth Information.


Virtus can be leveraging RingCentral’s platform to supply personalised affected person care. It’s stated that enhancing healthcare communications with AI contributes to the advance of affected person expertise in any respect ranges. 

John Poli, Healthcare Principal at RingCentral explains: “Within the lead as much as a affected person engagement, conversational AI will each information the digital expertise throughout a number of communications channels and likewise contextualise that engagement, because it understands the affected person historical past from the EMRs and some other inside affected person administration programs. Through the dialog with the affected person providers crew or a care skilled, RingCentral’s AI can monitor the dialog for sentiment evaluation and increase the interplay by transcription providers, script prompts, and different actions to reinforce the affected person expertise. Put up interactions, AI can present an evaluation of the decision and the key phrases between the affected person and agent or care supplier to help in affected person follow-up, workers coaching, and enhanced file conserving, with information probably shared and built-in with the affected person’s formal EMR.”

“Reproductive healthcare, particularly IVF, is a really private journey and so affected person expertise is our most essential consequence,” Shaun Thurling, head of IT at Virtus Well being, emphasised. He stated they selected RingCentral’s answer because it was discovered supreme for the seamless interconnection between its centralised contact centre and decentralised scientific atmosphere. 

Virtus’ five-year contract with RingCentral can also be anticipated to attract in “important” financial savings in enterprise communications prices yearly. 


RingCentral had comparable deployments of its built-in communications and speak to centre service answer in different Australian care settings over the previous few years, together with not-for-profit DPV Well being with 18 websites in Melbourne and ASX-listed diagnostics chain Healius with 260 places country-wide.

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