Solutions for Healthcare
Deliver superior experiences that keep customers coming back. Capture new customers and solidify your base.
The challenges in your industry are unique. Address them with a targeted contact center solution designed for you and based on industry-leading technology. Top of mind for many healthcare insurance providers are:
- Callbacks. With substantially more individuals seeking plan information, completing applications and inquiring about claims, call volume is likely to climb dramatically. Automated callback solutions reduce costs and improve customer experience.
- Claims. Process efficiency will be paramount given the expected jump in interactions and applications. Both the claims department and the contact center can be more responsive, differentiating your operation and elevating customer experience.
- Outreach. You have a huge opportunity to acquire new customers as insurance becomes portable. Agent-less outbound calling, outbound email and text message campaigns are affordable ways to reach out to existing and potential customers with plan information and guidance.
You are experts in your operations and priorities. We can help you leverage that through our expertise in contact center technology and process improvement.
Complete business solutions
Before we define solutions we start with discovery, learning about your unique business, concerns and objectives. We share best practices and provide advice as together we learn about the opportunities for improvement in your contact center.
Our design team leverages what was learned in discovery into a detailed solution design. Our implementation team then works with you to revise processes, configure technology and integrate with your existing systems. After rollout, our support team assists in ensuring ongoing success.
Our solutions provide measurable improvement. During design we establish specific improvement goals based on measured performance before and after implementation. We are not done until that improvement is achieved.
Contact center functionality
Contact center solutions incorporate a wide variety of contact center functionality:
- Inbound multi-media routing
- Proactive outbound contact and predictive dialer
- Callbacks and virtual hold
- Self-service automation
- Computer telephony integration
- Workforce management
- Quality management
- Real-time speech analytics
- Mobile customer service
- Business process automation
- Centralized reporting and administration
- Video interaction support
- Enterprise IT telephony, presence, and collaboration