Health Plans & Healthcare Services
Improving data inaccuracy and response times is fundamental to reducing customer frustration and improving satisfaction. Rapidly access your customer’s intent across the customer journey to synchronize interactions across channels and deliver a seamless experience. Our Digitally Empowered Customer Experience (DECX) solution enables you to better understand the customer journey across touchpoints to offer a seamless omnichannel experience.
Omnichannel (voice, chat, email, text, portal, social media), biometric authentication, digital self-service channels for Members, Providers and Brokers, enabled with AI/ML capabilities.
Associate desktop solution includes unified screen desktop with automated call summary, next best action, call and screen recording, and sentiment analysis.
Other technology components include cloud-powered platforms and CRM solutions, outbound call solutions, visual analytics, predictive and prescriptive analytics, sentiment analytics, agent productivity tools for remote and in-office monitoring, and customer 360 views.
Improving data inaccuracy and response times is fundamental to reducing customer frustration and improving satisfaction. Rapidly access your customer’s intent across the customer journey to synchronize interactions across channels and deliver a seamless experience. Our Digitally Empowered Contact Center (DECC) solution enables you to better understand the customer journey across touchpoints to offer a seamless omnichannel experience.
Omnichannel (voice, chat, email, text, portal, social media), biometric authentication, digital self-service channels for Members, Providers and Brokers, enabled with AI/ML capabilities.
Associate desktop solution includes unified screen desktop with automated call summary, next best action, call and screen recording, and sentiment analysis.
Other technology components include cloud-powered platforms and CRM solutions, outbound call solutions, visual analytics, predictive and prescriptive analytics, sentiment analytics, agent productivity tools for remote and in-office monitoring, and customer 360 views.
Flexible anytime, anywhere workforce integrated with cloud-based platforms and services for seamless scalability.
Channel freedom for your customers across Voice, Mobile, Portal, Social and WhatsApp.
Harmonized human and technology interface where intelligent automation and humans each do what they do best.
Real-time insights into metrics that matter such as CSAT, NPS and SLAs and AI-based solutions for a 360-degree customer view , enabling enhanced associate performance.
The ability to personalize customer engagement, scale seamlessly, and deflect contacts to digital channels for an unparalleled omnichannel customer experience.
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Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.
Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.
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