Q&A with Unified Office: on Enhancing the Practice Patient Experience with Unified Office’s Total Connect Now Dental Management Suite℠ (TCNDMS℠)

Robust, reliable, and feature-rich communications solutions help provide a pleasant and professional experience for patients. By leveraging top quality business communication solutions in a dental office, dental practitioners can streamline operational workflows, optimize client engagement, and improve patient care.

In keeping with the company’s mission to deliver highly reliable, high quality, and always available voice communications system for businesses, Unified Office, a premier managed services provider, has recently partnered with top dental practice management software platforms such as Dentrix, Opendental, and Eaglesoft. Through this partnership, Unified Office enables dental practices to easily develop and modify their workflows and design their own virtual office communications to simplify scheduling, improve customer service, enhance worker productivity, and more.

VoipReview recently caught up with Ray Pasquale, the founder and CEO of Unified Office, to discuss their latest product offering for dental practices, the Total Connect Now Dental Management Suite℠ (TCNDMS℠). Pasquale also shares how their latest product offering empowers today’s dental practices by improving patient experiences.

Q: Catch us up since we last spoke. What has Unified Office been up to? Any new product developments, features, or offerings you're particularly excited about at present?

A: Yes, we recently announced our Total Connect Now Dental Management Suit (TCNDMS℠). TCNDMS℠was designed specifically to help dental practices dramatically improve their patient experience and overall operational effectiveness of the practice.

This new offering integrates with leading dental practice management software solutions and Unified Office’s industry-leading, highly reliable voice communications platform to bring customer service, scheduling, and worker productivity to a new level. We’ve also designed a virtualized receptionist system that can be run from a tablet, laptop or device of choice. This allows office staff to manage its communications from virtually any location. This application already has wide-scale appeal in other industry segments and has been adapted to support the unique needs of the dental industry. We will be introducing this application at an upcoming conference.

Q: Why did you opt to partner with Opendental, Dentrix, and Eaglesoft? Are there any particular reasons for choosing these dental practice management software platforms over other solutions available in the market?

A: We chose to partner with these platforms because our customers asked us to and because they represent a large portion of the top dental practice management software systems in the dental market today. We can easily add others going forward as the market dictates.

Q: Tell us a bit more about Total Connect Now Dental Management Suite (TCNDMS℠).  How can this tool empower today’s dental practices? Can you offer some sample use cases?

A: Unified Office provides a highly reliable, high quality, always available voice communications system that doesn’t require legacy transmission techniques like T1 circuits and or MPLS circuits.

The dental industry landscape is undergoing unprecedented change. Dentists live in a highly competitive marketplace. For example, consumers have come to expect a one-stop shopping experience where they receive all the services they need from a single dental practice. We also live in a real-time world today where consumers expect immediate attention. Missing an inbound call or putting someone on hold or even worse, putting them through to voicemail can result in missing a new patient opportunity or an appointment from an existing patient, both of which can result in lost revenue opportunities and potential reputational harm. The Unified Office platform is designed from the ground up to provide businesses the opportunity to never miss a call.

Unified Office enables dental practices to easily create and modify their own unique workflow choreography and to create their own virtual office communications environment, in addition to providing them with performance analytics and automated appointment confirmation and scheduling.

Summary of Benefits for Dental Practices:

• Uniformity of services enables their staff to easily bring their offices with them, wherever they happen to be on any given day.
• Integration with best-in-class dental practice management software.
• A hybrid, on-premise and cloud-based solution that enables the highest quality Voice over Internet Protocol (VoIP) offering available with the most reliable and resilient service platform converting calls into dollars.
• Business continuity that eliminates downtime by finding and fixing problems in most cases before the customer becomes aware of them.
• Increased revenues and practice effectiveness with automated notifications and scheduling.
• Virtual Receptionist platform.
• Premier Managed Service 24X7, provided by Unified Office in the US.
• Cost savings experienced over other options from eliminating the need for costly legacy T1 lines and/or MPLS circuits.
• The Unified Office platform has been designed from the ground up to never miss a call.

A single, end-to-end, premier managed service solution provided by Unified Office means one call gets it all done with one partner should an issue arise. Dental office staff can easily forward calls to different locations at different times of the day to keep up with their mobile workforce that frequently moves between multiple offices or even within the same office. TCNDMS℠also provides an easy to use centralized administration solution for their communications systems across all their offices and can be accessed by the device of their choice no matter where they happen to be.

Q: How does Unified Office's Voice Communication Platform compare to or complement other dental management software solutions? In what ways can Unified Office deliver the highest quality care and customer service to patients? 

A: Unified Office doesn’t compete with dental management software solutions. We integrate with these platforms. Unlike other communications providers, Unified Office’s Total Connect Nowsm platform offers the following value-added services delivered as a premier managed service:

• Enhanced Business Continuity. LTE fail-over service provides business continuity ensuring that your business stays up and running in the event of an outage. Most of our customers are back up and running without noticing an outage at all.
• Virtual Receptionist panel.  Allows office staff to answer calls anywhere on any device.
• Highest service quality and reliability. Unified Office’s Highest Quality Routing Protocol (HQRP™) transmission network provides superior VoIP/UC and IoT services without the need for costly dedicated T1 access lines or MPLS tunnels and is designed to provide the highest degree of service uptime and quality available in the market today.
• Visual Performance Suite™ (VPS™)). Unified Office’s industry-leading, real-time analytics enable you to run your business by tracking the metrics that are most important to your business.
• Sentiment Analysis Suite™ (TCNIQTM). Unified Office scans thousands of recorded conversations and messages and screens them for emotions such as exuberance, happiness, sadness, and anger for example, and also for pre-determined keywords. This enables customers to provide the best quality of customer service, to save time by eliminating the need to manually review calls, and to coach and train their internal staff.
• Operations Performance SuiteTM (TCNOPSTM.)  An Internet of Things (IoT) based operational performance service that monitors and analyzes IoT data and provides the ability to automatically or dynamically control thermostats and other components such as air conditioners, refrigeration equipment, make tables, stove exhaust vents, heaters, security and video systems, safe doors and other devices.
• Highly Configurable. The Unified Office system can easily be configured to meet the unique workflow of any business and to integrate with any vertical market office management software or customer relationship management (CRM) system.

All of this is delivered in the form of a premier managed service where Unified Office takes responsibility for all of our customers’ services 24x7.

Q: What’s next for Unified Office? Are your brewing up new products or solutions?

A: Unified Office’s core mission is to help businesses monetize their communications service, let them work the way they want to on the device(s) of their choice anywhere they want to, and solve problems that are unique to them all on a platform that will never be obsolete with the highest quality, reliability, and flexibility of any system on the market today. In keeping with that. we expect to integrate with additional dental platforms. We will also use our highly flexible platform, built on open source technologies to tailor solutions to other vertical markets. To date, we have developed solutions tailored to specific vertical markets and to businesses within those markets for quick serve restaurants and full-service restaurants, high tech companies, property management companies, and many others.

About Unified Office

Unified Office is a leading provider of unified communications services and SDN-based hybrid cloud managed VoIP solutions to small and midsize businesses. The company’s enterprise-grade, device-agnostic business communications solution, Total Connect Now, uses the latest in cloud-based infrastructure and VoIP communications technology to enhance workforce productivity and improve customer experiences.  Unified Office specializes in business VoIP, SIP trunking, unified communications services, hybrid private cloud services, broadband networks, and more.