Digital Healthcare Starts with a Better ‘Customer Experience’ for Patients

As a consumer, your customer exprience often drives your purchasing decisions. This edict holds true whether you’re having dinner at a restaurant, upgrading to a new smartphone or buying a new pair of running shoes.

Why should the consumption of heathcare services be any different? Unlike many purchases, healthcare customers usually have less mobility in how and where they receive healthcare services. It’s relatively easy to go to a new restaurant if you encounter bad service or to switch retailers when you have a negative experience. It’s not so simple to change insurance carriers or go to a different healthcare facility. The delivery of patient care is made even more complex when considering regulations, compliance and privacy issues. That’s why improving the healthcare “customer experience” has become so important.

Making the patient experience better and enabling healthcare staff to be more efficient falls to the healthcare provider. Fortunately, providers have a myriad of technology options that can help them improve service delivery.

Enable Better Calling Experiences

Digital transformation creates environments to help patients make more informed decisions about their healthcare. One of consumers’ biggest complaints is the inability to easly communicate with their healthcare providers—the phone line is always busy or it rings and rings before someone finally picks up the call. As if being sick weren’t bad enough!

A communications solution designed to rapidly and efficiently handle large call volumes is an ideal option for healthcare providers. A more efficient call system enables more individualized interactions between patients and caregivers and reduces wait times. Contact center and attendant solutions provide the ability to direct calls based on rules that route calls to personnel who have the skills and training to respond to certain inquiries. Calls from patients with similar questions also can often be handled through automated systems, further reducing wait times.

The Ability to Deliver Personalized Treatment…Remotely

Sometimes it’s not possible or convenient for a patient and a caregiver to be in the same place at the same time. Long-distance services such as telediagnosis, telemonitoring, self-monitoring or e-prescriptions use technology to extend the reach of heathcare providers. Video conferencing solutions expand facility services to offsite and remote locations so that dispersed team members are able to connect and consult more seamlessly. Video conferencing can*:

  • Promote knowledge sharing in real time
  • Reduce travel costs
  • Enable faster decision making
  • Build value-based service models
  • Increase care collaboration

*Before video conferencing is used in a healthcare setting, check HIPAA compliance requirements to avoid potential violations.

Further, a unified messaging solution enables healthcare facilities to better manage the flurry of alerts, texts, messages, calls and notifications being sent out. Unified messaging ensures that the right information and alerts are sent to assigned personnel, reducing alarm fatigue and enabling focused care delivery to patients without unnessary distractions.

Helping Caregivers be More Responsive and Collaborative

Being responsive to patient needs is one of the critical aspects of a caregiver’s daily routine. A comprehensive healthcare-focused unified communications and collaboration solution such as NEC’s Nurse Call system brings together voice and messaging to enable anytime, anywhere availability that puts patients first.
Being mobile ensures that healthcare staff can commuicate easily with colleagues and patients within the demanding environment of a healthcare facility. With mobile handsets and software-based clients, caregivers stay connected so that they can share information or request assistance immediately. A seamlessly integrated healthcare environment helps ensure better interactions with patients and improves delivery of attentive care where and when it’s needed most.

A Reliable Infrastructure to Back Up UC&C Capabilities

Since they often deliver critical life-saving and emergency services, healthcare facilities cannot tolerate service outages. By deploying a high-availability infrastructure, healthcare providers have a strong operational foundation to prevent potential service disruptions. Comprehensive protection of critical applications along with communications and collaboration give providers peace of mind as they provide ongoing patient care. A multi-tiered environment that recovers quickly should disasters occur provides added reassurance for healthcare providers. A high-availability solution supports a healthcare facility’s mission-critical capabilities and provides backup and recovery as necessary.

Consumerism will Continue to Drive Healthcare Delivery

As it has in many of industries, rising consumer awareness continues to have a profound effect on healthcare delivery. Using technology to improve service—from setting up an appointment to enabling staff communication to video diagnosis—will go a long way toward improving the patient experience, ultimately resulting in better patient outcomes.

Learn more about NEC’s smart healthcare solutions.

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Latest Moves in UC Landscape Reinforce Need for Customer Choice

Market disruptors are commonplace in the unified communications (UC) industry, particularly over the past decade. We’ve seen the advent of BYOD, demand for more mobility, a plethora of new apps, better efficiencies through integrated technology, as well as an ever-increasing movement to the cloud. The industry is evolving due to consolidations, mergers and acquisitions and the emergence of new niche players. The latest announcement by Mitel that it’s going private and accelerating its move to the cloud adds yet another element to the competitive landscape.

With this latest move, Mitel is signaling a focus on growing its cloud business. Though the company states that it will still offer on-premises options for now, it’s easy to assume that less R&D will be focused on that line of business going forward. Fewer choices will be available, especially for customers that are not ready or interested in moving to the cloud at this time. Channel partners selling both on-premises and cloud solutions could also be negatively impacted.

UC customers benefit more by having options, be it cloud, hybrid cloud or on-premises, depending on their current business situation. A provider that can optimize the technology already in place, while helping to create an effective ongoing UC strategy, is more important than ever.

History of Understanding Customers’ Needs

NEC has demonstrated an ability for knowing what customers need when they need it and bringing value to help improve their businesses. We pride ourselves on giving customers options. Throughout our nearly 120-year history, NEC has proven to be much more than a voice communications and UC provider. Analyst firm Frost & Sullivan noted in the 2016 Enterprise Communications Transformation Strategies Company of the Year Award , “As organizations seek business transformation, they often wish to upgrade or implement their networks and IT infrastructure for integration with business systems and processes, as well as communications systems.”

Frost & Sullivan pointed specifically to NEC’s Smart Enterprise strategy when recognizing the company for this award. The Smart Enterprise approach brings together communications, networking and IT solutions to help people work and communicate better.

NEC’s approach is not to combine disparate components. Instead, we tap into our services-based offerings of cloud UC, analytics, biometrics, IaaS and software-defined networking (SDN) technologies to design communications and IT solutions that meet on-demand requirements. Our broad portfolio brings the agility, flexibility and efficiency required for business transformation. A wide range of technologies and services helps us create solutions that address customers’ current and future business needs and challenges by driving safety, security and operational efficiency. Our competitors really can’t offer that range of capabilities.

Additionally, here in the U.S., we have NEC Financial Services which delivers extraordinarily customizable leasing structures to customers nationwide. This allows customers to enjoy the benefits of an on-premises solution while taking advantage of the OPEX financial model which is the same as a cloud solution.

It’s a Matter of Choice

Each organization has its own requirements and aren’t easily configured into a “one size fits all” mold. They want options, and NEC has a track record of offering customers more choices. When moving to new UC solutions, customers benefit from being able to re-use or add value to their existing investments in communications technology. We can assist by offering on-premises, cloud or hybrid solutions. Our vast portfolio of solutions enables us to offer broader solutions to solve both IT and communications challenges.

Technology will continue to evolve. NEC has shown throughout our history that we have the capability of understanding customers’ needs and evolving our solutions to meet those needs.

Want to know more? Download this eBook for more on how NEC can help you.

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First Tee Golf Clinic Drives Home Fun, Sportsmanship at Volunteers of America LPGA Texas Classic Tour Event

NECToday #blog details the great fun we had with @FirstTeeDallas at the @VOATexasLPGA last weekend Click To TweetAt NEC Corporation of America we pride ourselves not only on the technology and solutions we sell, but also on the volunteer work we do in the communities where we live and work.

From promoting science, technology, engineering and math (STEM) education to encouraging community well-being and safe, healthy environments for our kids, NEC strives to make a difference in our world. It’s all part of our brand message, “Orchestrating a brighter world.”

And often times, the work is just plain fun.

This past weekend, in conjunction with the Ladies Professional Golf Association (LPGA) and the Volunteers of America LPGA Texas Classic in The Colony, Texas, the team and I were excited and proud to host about 60 kids from The First Tee of Greater Dallas for an annual golf clinic. This fantastic international youth development organization teaches golf skills to kids from all socioeconomic backgrounds while reinforcing core values like integrity, respect and perseverance. The program reaches more than 5 million kids annually and offers programs in all 50 states.

Our group on May 5th in The Colony consisted of girls and boys alike, who were split evenly into three groups. Each group rotated to different stations teaching skills from driving to chipping and putting to target practice. Program Administrator Katie Harris and her staff made the morning fun, educational and exciting for the kids, all of whom looked like they were having a blast while on their best behavior.

LPGA player Sandra Gal of Germany speaks to a group of youth golfers at The First Tee of Greater Dallas’ golf clinic at the VOA LPGA Texas Classic in The Colony.

Even better, we were treated to some skills lessons, exhibitions and a Q&A with a couple of real, professional golfers, including Germany’s Sandra Gal, as well as Plano native and local pro instructor Natasha Lee.

Sandra started playing golf at age 6 and learned from parents who were already avid golfers. Natasha, on the other hand, discovered the game at 15 and has never looked back. Both women exhibit the discipline, patience and skill required to become great at golf. They also exhibit many other important core values, like respect, courtesy, integrity, sportsmanship and responsibility.

I spoke with two parents who approached me and told me they wanted me to know that this clinic “makes a difference” in the community and particularly in their lives and their daughters’ lives. Their two daughters had just started getting interested in golf last year at this time. They both attended the NEC clinic at the 2017 VOA LPGA Texas Shootout and are now hooked on golf. These two parents were even able to organize a middle school team at their daughters’ school and they have been actively enjoying the sport ever since. They were back again this year and said they wouldn’t miss it.

I also talked to one parent who said her child had nearly given up on the game of golf just prior to our clinic at the 2017 VOA LPGA Texas Shootout in Irving. Meeting the LPGA golfers and First Tee of Greater Dallas instructors renewed her ex

LPGA player Sandra Gal of Germany signs autographs for youth participants in the May 5 golf clinic.

citement, and she’s been back in the swing of things ever since. It’s been great to be associated with The First Tee and positively impact young people’s lives with opportunities they might not get elsewhere.

If you have questions about The First Tee as an organization, I highly encourage you to visit their main web site at www.thefirsttee.org. There you’ll be able to find a local chapter (there are roughly 1,200 of them), learn about the group’s nine core values and learn how you or your company can get involved.

Likewise, if you have questions about NEC and our status as Official Technology Partner of the LPGA, just head over to our LPGA web page at lpga.nec.com. There you can check out the upcoming event schedule and see some of the creative marketing assets we’ve created as part of our partnership.

The LPGA is growing more exciting with each event, and we are proud to provide the data infrastructure, analytics and security solutions behind the scenes that ultimately help fans have an enjoyable experience.

I hope we see you at one of the upcoming tournaments!

NEC Advanced Recognition Systems Showcased at Connect:ID 2018

The connect:ID Conference and Exposition held April 30-May 02 at the Walter E. Washington Convention Center in Washington D.C. continues to grow in size and significance as governments, the private sector, and consumers increasingly realize the importance of secure identity recognition solutions. The three-day event drew together significant representatives and thought-leaders from around the world, and offered end users practical advice, examined current government policies, and provided thought-provoking insights into the future of identity through the use of biometrics technology.

NEC showcased its world-class biometrics solutions for multiple federal audiences and departments, and spanned a wide range of biometric technology, including face recognition, video surveillance and analytics, finger print, and multimodal biometric enrollment. Where biometric identification is concerned, we had something for everyone.

Nearly everyone who came to our booth wanted to see NeoFace Express, which is our rapid-access face recognition system. NeoFace Express is currently being tested at eight major airports by U.S. Customs and Border Protection for the Department of Homeland Security’s Biometric Exit pilot program.

Biometric Exit is the federal government’s way of tracking outgoing international travelers so that U.S. officials can screen foreign nationals for potentially overstaying their travel visas.  Another popular demo was the NEC EVA (Enhanced Video Analytics) solution with state-of-the-art analytics, including object detection, crowd detection and estimation, queue waiting times, tracking and suspicious behaviors. Video Analytics is used to identify people, objects and events with:

  • Access Control and Identity Management
  • Digital Criminal Analysis
  • Digital Evidence Management
  • Real Time Surveillance and Watch List Monitoring

We also showcased other innovative identification technologies including SmartScan, NeoScan45 and Integrated Biometrics & Forensic Workstation Solution (iBW5).

Raffie Beroukhim, Senior Vice President, NEC Advanced Recognition Systems was a participant in the Fishbowl Session, Hardening Soft Targets with ID. Cultural centers like stadiums, arenas, and concert halls, along with other high traffic locations and critical infrastructure, have become top targets for terrorists, criminals, and other bad actors. This session centered on how protecting a large and porous venue or event poses unique challenges, and how governments and the private sector are partnering with technology companies to implement solutions such as facial recognition to help secure these soft targets.

 I was a panelist for Defense: ID in Theater. In this session, we examined technology advancements in biometrics, advanced neural networks and machine learning, computer vision and data analytics, and how they are being used to protect lives and maintain strategic advantage both on and off the battlefield. I also participated in the Getting to the Gate on Time session in which we discussed the status of key biometric pilot projects across the aviation industry. An interesting finding in the 2017 Global Passenger Survey (GPS) conducted by the International Air Transport Association (IATA) confirms that travelers are ready to embrace biometrics in air travel. In this extensive survey, IATA received over 10,000 responses from around the globe. Among those respondents, “biometric identification systems were the technology of choice with 64% favoring biometric identifiers as their preferred travel token”.

 Finally, Matt Pruitt, Chief Federal Solutions Architect, NEC Advanced Recognition Systems, was on the session panel Securing the Internet of Things. With 5G comes a new set of challenges involving high reliability for a greater diversity of mission-critical IoT services and devices. This session explored the vulnerabilities posed by these IoT devices, and provided insight into how the industry can partner to address these challenges.

We enjoyed showcasing how NEC’s world-renowned advanced recognition systems are addressing today’s national security challenges. This is definitely an exciting time for our industry!

For additional information and to stay up on the latest, follow us on Twitter and check out our NEC Advanced Recognition Systems page online.

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How Criminal Investigations Can Be Expedited Using Facial Recognition

Across the nation, Law Enforcement Organizations (LEOs) are inundated every day with photographic and video evidence in their Criminal Investigation Divisions (CID). Numerous agencies have shared with me that in more than 30% of their CID cases the ONLY evidence they have is a photo or video of an unknown suspect, received from a variety of sources, including surveillance cameras, RING doorbells, and smartphones. Typically, law enforcement resorts to sharing these images via social media, in hopes that someone will recognize the individual. Hoping for a random identification is not the most solid investigation strategy, but there is now a way those same images can become viable leads for Investigators to pursue, to catch the offenders and get them off the streets.

NEC’s NeoFace® WideNet is designed to assist law enforcement agencies by turning their mugshot repositories interfaced with our NIST award winning Facial Recognition solution into Facial Recognition as a Service for Law Enforcement. For the first time, multiple agencies will be able to share their mugshots with each other, AND utilize NEC’s powerful NeoFace Facial Recognition–the industry’s fastest and most accurate face matching algorithm. A key benefit to the criminal case investigation is the advantage of quick processing of facial evidence coupled with its ability to rapidly generate a list of persons of interest. Speedy identification means NEC’s NeoFace WideNet-hosted service saves valuable time in the investigations of cases containing facial video evidence, thus reducing the investigator’s caseload.

Designed to be highly scalable as well as affordable, NeoFace WideNet is for small, medium, and the largest of law enforcement agencies. Because this service changes the model for this purchase from CAPEX to OPEX, this lowers acquisition costs and is enabling agencies of all sizes to utilize the technology.
NeoFace WideNet customers see an immediate return on investment with the reduction of investigation time and reduced investigator workloads. But most importantly, this crime fighting solution helps turn those previously unusable images into hard evidence to solve crimes and help close cases.

Now agencies will be able to share their mugshots with each other, utilizing the powerful NeoFace #FacialRecognition #software--the industry’s fastest and most accurate face matching algorithm Click To Tweet

Just as AFIS revolutionized fingerprint evidence over 30 years ago, NeoFace WideNet is poised to positively impact law enforcement by effectively doing the same thing with photo and video evidence.
If your organization is interested in solving more crimes and arming your investigators with the tools to be more efficient, check this out.

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