01 · Resolution
Improve first-call resolution
Surface relevant guidance and next-best actions during the interaction so agents can resolve more needs without unnecessary transfers or callbacks.
Live-Agent AI Copilot
Give every agent the knowledge and guidance to resolve more calls.
Powered by Sherlock EKOL, PEC Central gives healthcare call center agents real-time, context-aware knowledge and workflow guidance—equipping new and tenured agents with day-one institutional intelligence.
Operational value
Built to improve the work behind every patient interaction.
02 · Efficiency
Reduce handle time and cognitive load
Bring workflow context into the live-agent experience instead of asking employees to search across disconnected systems and documents.
03 · Workforce
Deliver day-one agent intelligence
Equip new and tenured agents with the same current institutional knowledge as top performers, supporting faster onboarding and fewer escalations.
How it works
Understand the call. Surface the right guidance. Support resolution.
1
Capture interaction context
PEC Central keeps the patient need and available context visible inside the live-agent workflow.
2
Guide the next action
Approved knowledge, workflow guidance, and next-best actions are surfaced when the agent needs them.
3
Resolve and improve
The agent completes the interaction with greater consistency, while interaction data can inform quality and workflow improvement.
Connected by design
One product. One connected PEC360 platform.
Guided by
Sherlock EKOL provides governed enterprise knowledge and workflow guidance for the live-agent experience.
Receives from
AVA can collect and validate information before transferring a complex interaction to a live agent with context intact.
Measured by
Insights analyzes interaction quality, patient sentiment, agent performance, and recurring friction.
