The Makati Medical Center (MMC) has become the first hospital in the Philippines to use advanced call center technology. Ultimately, it intends to be the country’s first Information Technology (IT)-enabled “connected hospital” as well.

Already, MMC has invested in a dedicated customer care call center as part of its renovation and modernization strategy. The next step is to install a solution to monitor and manage all aspects of a patient’s stay including ventilation, air conditioning, lighting, security, fire and life safety, digital devices, and signage on a single network to allow staff to focus on providing patient care.

“The purpose of our dedicated call center and enhanced telecommunications infrastructure is to add value for our patients and medical staff,” declared Rosalie R. Montenegro, MMC president and CEO.

“Our agents are able to inform patients if their doctor is holding clinic and when he or she will be holding clinic rather than simply transferring a call. If a doctor is unavailable, our agents will also suggest alternative medical staff and can help make arrangements for the patient to see a doctor.”

IT services firm Diversified Technology Solutions International, Inc. (DTSI) has supplied advanced communications technology to MMC. DTSI delivered and implemented an Avaya solution that replaced the hospital’s aging communications infrastructure.

DTSI is a leading global systems integrator catering to Fortune 500 firms. Best known as a contact center and BPO expert, the company has over 100,000 seats enabled in the United States and the Philippines. Its portfolio includes business communications, turnkey contact center solutions, onshore and offshore, hosted and managed services. It has strategic partnerships with technology leaders like Avaya, Cisco, Verint, Microsoft, and Dell.

In 2010, MMC has more upgrading initiatives on the drawing board.