Execute customer-centric strategies
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.
Solution features
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.
Key Features
Specialized healthcare offerings with DECX
Intelligent workflows and multi-modal intake coupled with personalized contact handling driven by conversational AI and in-call and after-call automation.
Outcomes
- Reduce cost per Prior-Auth Intake by 30%
- Improve Self-Service > 20%
- Reduce AHT by 20%
Combination of skilled workforce and digital solutions to deliver refill reminders, clinical advocacy and digital patient engagement.
Outcomes
- Enhance First Contact Resolution (FCR) rate
- Increase agent productivity and patient engagement
- Lower Average Handle Time (AHT) and cost of care
First-line technical set-up, knowledge agents and omnichannel support to reduce the risk and complexity of establishing and maintaining a robust telehealth architecture.
Outcomes
- Reduce cost of care
- Enhance patient outcome
