RP Sanjiv Goenka Group

Health Plans & Healthcare Services

Healthcare Services Contact Center for a brilliant customer experience

Turn customer interaction insights into enriched experiences

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.

Specialised healthcare offerings with DECC

Explore insights

A 3-step approach to harnessing the richness of voice data

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

Talk to us

This form is for business enquiries. Click here for job applications and for employee reference checks.

This form will put you in touch with our business development team. For all other functions, please click here.
Ready to get in touch and grow your business?
Tell us a little more so we can connect you with the right person
Last step! Let us know which solutions you're most interested in
Connect with us
For patients inquiring about Eligibility and Enrollment Services available through their hospital or health system — Please complete the form below, and a Patient Advocate will contact you shortly.

    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.
    Geetha Krishnan

    Geetha Krishnan

    Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
    Susan Aldridge

    Susan Aldridge

    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.

    Alan Greenberg

    Alan Greenberg

    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.

    Download Now

    Simply fill out this form to download