RP Sanjiv Goenka Group

Health Plans & Healthcare Services

Healthcare Services Contact Center for a brilliant customer experience

Turn customer interaction insights into enriched experiences
Digital contact center health plans

Execute customer-centric strategies


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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.

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 Contact Center (DECC) 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

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 result

The ability to personalize customer engagement, scale seamlessly, and deflect contacts to digital channels for an unparalleled omnichannel customer experience.

Specialized healthcare offerings with DECX

HFS Highlight: Firstsource’s newest partnerships target the patient experience for healthcare clients

Explore insights

Visual IVR and Conversational AI: Game changers for healthcare contact centers

New Wave of Health Insurers Driving Change for Members and Incumbent Plans

Health insurers look to flip the script on consumer experience

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.