Omnicanalidad: herramienta clave para la mejora de la atención al cliente y la innovación en el sector salud

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dc.contributor.authorNieto Porto, Luis Alberto
dc.contributor.authorParra Sánchez, Diana Teresa
dc.contributor.orcidNieto Porto, Luis Alberto [0009-0007-4598-0080]spa
dc.contributor.orcidParra Sánchez, Diana Teresa [0000-0002-7649-0849]spa
dc.date.accessioned2024-09-19T15:54:18Z
dc.date.available2024-09-19T15:54:18Z
dc.date.issued2023-12-04
dc.description.abstractLa plataforma SAGICC emerge como una solución omnicanal innovadora en el sector salud, facilitando la interacción entre proveedores y pacientes y promoviendo la agilidad organizacional en respuesta a los desafíos planteados por la pandemia de COVID-19. Este estudio teórico explora la integración y funcionalidad de SAGICC, destacando su alineación con la teoría de la difusión de innovación y su potencial para mejorar la experiencia del cliente. A través de un análisis detallado de sus módulos —Bot builder, Encuestas Omnicanales y OmniWidget—, se ilustra cómo SAGICC soporta la atención continua y eficiente al paciente, a la vez que refuerza la preparación tecnológica y la capacitación del personal. Las discusiones teóricas y prácticas subrayan la importancia de una estrategia omnicanal bien implementada, con implicaciones significativas para la transformación digital en salud.spa
dc.description.abstractenglishThe SAGICC platform stands out as an innovative omnichannel solution in the healthcare sector, enhancing interactions between providers and patients while fostering organizational agility amid the challenges posed by the COVID-19 pandemic. This theoretical study delves into the integration and functionality of SAGICC, highlighting its alignment with the diffusion of innovation theory and its potential to improve customer experience. Through an in-depth analysis of its modules—Bot Builder, Omnichannel Surveys, and OmniWidget—the study illustrates how SAGICC supports continuous and efficient patient care while bolstering technological readiness and staff training. Theoretical and practical discussions emphasize the significance of a well-implemented omnichannel strategy with profound implications for digital transformation in healthcare.eng
dc.format.mimetypeapplication/pdfspa
dc.identifier.doihttps://doi.org/10.29375/25392115.4850
dc.identifier.instnameinstname:Universidad Autónoma de Bucaramanga UNABspa
dc.identifier.issnISSN: 1657-2831spa
dc.identifier.issne-ISSN: 2539-2115spa
dc.identifier.repourlrepourl:https://repository.unab.edu.cospa
dc.identifier.urihttp://hdl.handle.net/20.500.12749/26633
dc.language.isospaspa
dc.publisherUniversidad Autónoma de Bucaramanga UNABspa
dc.relationhttps://revistas.unab.edu.co/index.php/rcc/article/view/4850/3833spa
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dc.relation.urihttps://revistas.unab.edu.co/index.php/rcc/issue/view/293spa
dc.rights.accessrightsinfo:eu-repo/semantics/openAccessspa
dc.sourceVol. 24 Núm. 2 (2023): Revista Colombiana de Computación (Julio-Diciembre); 39-51spa
dc.subjectDifusión de la Innovaciónspa
dc.subjectExperiencia del clientespa
dc.subjectInteligencia Artificialspa
dc.subjectOmnicanalidad en saludspa
dc.subjectTransformación digitalspa
dc.subject.keywordsDiffusion of Innovationeng
dc.subject.keywordsCustomer experienceeng
dc.subject.keywordsArtificial Intelligenceeng
dc.subject.keywordsOmnichanneleng
dc.subject.keywordsDigital transformationeng
dc.titleOmnicanalidad: herramienta clave para la mejora de la atención al cliente y la innovación en el sector saludspa
dc.title.translatedOmnichannel: key tool for customer service improvement and innovation in the healthcare sectoreng
dc.type.coarhttp://purl.org/coar/resource_type/c_2df8fbb1
dc.type.coarversionhttp://purl.org/coar/version/c_ab4af688f83e57aaspa
dc.type.driverinfo:eu-repo/semantics/article
dc.type.hasversioninfo:eu-repo/semantics/publishedVersion
dc.type.localArtículospa
dc.type.redcolhttp://purl.org/redcol/resource_type/ART

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Revista Colombiana de Computación