In today’s unprecedented times, healthcare contact centers need to deliver fluid customer experiences through omnichannel platforms. Service associates must provide relevant and contextual information to assist customers and resolve their issues by leveraging cognitive technologies, advanced analytics, and data management tools with a human touch – all while ensuring compliance. Providing fluid customer experiences in this complex environment requires integrating cognitive technologies, advanced analytics, and data management tools with empathetic human interactions.
Firstsource’s Digitally Empowered Customer Experience (DECX) helps Health Plans future-proof their member experience. Powered by Intelligent Automation and led by a highly experienced leadership team, the solution integrates the right people, technologies and processes to seamlessly scale support and increase customer satisfaction and loyalty.