Analyze and Track Patient
Interactions with Insights360.

Advanced end-to-end analytics from dial to disconnect.

What Sets Insights360 Apart?

Unlike other analytics solutions, Insights360 captures the entire patient journey. It tracks calls through every transfer – spanning virtual agents, queues, contact centers, and even partner sites—ensuring no data is lost. By following each handoff, Insights360 delivers a complete view of call performance and measures effectiveness at every stage, from the first dial to the final hang-up.

How It Works

Journey Insights helps organizations understand what’s happening inside the IVA — gathering data, interaction paths, and containment points to reveal where automation succeeds or breaks down.

Insights360 takes the story further — analyzing what happens after a call transfers to a live agent. It identifies root causes of escalation, measures handle time, and pinpoints where agent workflows or training can improve.

Together, they provide a complete view — Journey Insights optimizes the digital journey, while Insights360 ensures human interactions are just as intelligent and efficient.

See Insights360 in Action

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Turn Engagement Data Into Action

Journey Insights and Insights360 transform engagement data into actionable intelligence. Journey Insights reveals how IVA automation performs, while Insights360 uncovers what happens after transfer to a live agent. Together, they pinpoint where to improve containment, efficiency, and experience—optimizing every step of the patient journey.

Voice-of-the-Patient Listening

Most organizations track call volume and resolution — but not the why behind them. Journey Insights uncovers the data and root causes across all channels, while Insights360 digs deeper into each interaction to reveal what’s driving outcomes. Together, they transform every data point into actionable insights for real business impact — delivering feedback straight from your patients.

“Adopting the HouseCalls Pro platform has endeared us to our operations and executive teams. ACPNY has implemented a variety of automated workflows and over twenty Epic-event-based messages. We also love the self-service capability and on-demand broadcast messaging.”

Director, Revenue Cycle Systems
AdvantageCare Physicians

“Since adopting HouseCalls Pro to capture real-time, self-reported patient information via SMS and record that in Epic, we have continued to expand the use of automated workflows. The configurability of the system and the service provided has been excellent.”

Anthony Brown | Director, Application Services
Kettering Health Network

“Recently, a whole practice had to move. HouseCalls Pro provides tools that send reminders out, so we didn’t have a time delay to send out customized messages. We didn’t have to wait for TeleVox’s staff to build something. That helped our practice because we didn’t have to reach out to each patient to let them know where the new location was. Reaching out to each person would have cost a lot of money, so TeleVox’s system has saved us a lot of money. Everything ties into the finances. With this solution, we can utilize our time for other things. Our patient turnover would cost us in the long run if we weren’t utilizing the time slots and the follow-up program. Patients have come back, and we have made them aware that they need to be seen for things. The solution has definitely had a positive financial impact.”

Manager | Customer Interview Conducted by KLAS Research About ROI/Cost

“TeleVox’s greatest strength is customer service. When I have questions or need somebody to intervene, I get very good responses from my account manager. That individual is excellent and always checks on us to see whether there is anything they can do.”

Manager | Customer Interview Conducted by KLAS Research About Service and Support

“I really believe in the HouseCalls Pro product, and I regularly engage in networking with other people that use the system. I am a big fan of the platform and the framework on which the platform is built.”

Manager | Customer Interview Conducted by KLAS Research About Technology

The Patient Family Notifications workflow has helped a lot with logistics. Especially since we have limitations on people entering the hospital due to COVID protocols. It has really helped coordinate with rides. Family members drop the patients off and eventually they get the message that their family member is in recovery and know it’s time to head back into the hospital to pick them up. That is very helpful.

Claudia Andrade | Senior Applications Analyst
Cambridge Health Alliance

Since we started using TeleVox, we have had fewer no-shows. I think that is the goal of any appointment reminder system, and we have seen that.

We have had a couple of really good account managers from TeleVox who have made our experiences so much better. We have run into roadblocks with builders and the way we do things may not be the way that others organizations do things. Our account manager have been the key to helping us communicate to work through issues.