Enhancing the Aspect Caller Experience for UW Medicine Valley Medical Center

Consistent, User-Friendly Voice Messaging for 30 Departments

About Valley Medical Center

valley-med-centerValley Medical Center is the largest nonprofit healthcare provider between Seattle and Tacoma, serving over 600,000 residents. In addition to the hospital, the Medical Center operates a network of more than two dozen primary care, urgent care and specialty clinics throughout Southeast King County.

Located in Renton, Washington, VMC offers medical, surgical and 24-hour emergency care as a Level III Trauma Center. VMC is a regional resource with recognized medical specialties in joint replacement and orthopedics, neuroscience, stroke and spine, sleep medicine, and childbirth and neonatal care, and provides specialized heart and vascular, and cancer treatment. Learn more at www.valleymed.org.

Connected Through a Partner

aspectGM Voices met Valley Medical Center at Aspect ACE 2016, the annual conference for partners and end users of Aspect IVR and other voice self-service and contact center solutions. As a longtime Aspect partner, GM Voices was recommended to Valley Medical Center as an expert voice provider for large-scale IVR deployments. With a transition to Aspect technology looming, Valley Medical Center was proactive in its Voice Branding upgrade, knowing that it needed a professional voice to pair with the Aspect technology. The voice selection process was simple: Valley Medical Center chose April outright from GM Voices’ voice sampler webpage, confident that her clear, assured tone would be a great fit for callers. With the voice determined, the focus switched to recording, delivery, and implementation.

Voice Recording and Fulfillment

As a large medical network with many facilities, upgrading its IVR and voice would be a large project for Valley Medical Center. Fortunately, April is one of GM Voices’ weekly voice actors, recording every Monday in prescheduled sessions. This made the project recordings go smoothly as Valley Medical Center transitioned its departments. GM Voices delivered voice files that fit the exact specifications for the Aspect techology—formatting, naming, sampling, and other specs. From initial engagement to the present day covering implementation to updates, GM Voices has serviced VMC for 15 orders with the April voice.

The Final Word

“It’s been a pleasure working with GM Voices,” said Bryan Jensen, Aspect Program Manager at UW Medicine Valley Medical Center. “We’ve transitioned over 30 departments onto Aspect with more to go and April is the voice everyone hears when patients call in. The recording sessions have always been dependable and the process smooth. My team regularly reminds me how ‘awesome’ GM Voices is to work with!”

About GM Voices’ Service Organization and Production Process

GM Voices has specialized in voice recording for telephony applications for over 30 years, with a business model built around keeping large IVR systems up to date and consistent. Many of GM Voices’ voice actors record in prescheduled, weekly sessions, ensuring that voice prompt updates can be obtained quickly, predictably, and economically. With a dedicated service organization well versed in IVR/telephony, customers simply send in a script, receiving voice files that are named, formatted, and delivered ready-to-load for any voice platform or provider. For more information, contact us today.