Healthcare payer streamlines client communication.

Virtual Contact Center helps company keep up with 200% boost in business. 

Challenge

The company needed to be ready for new Affordable Care Act (ACA) mandates and new business, but it lacked multi-channel contact solutions that could scale capacity on demand.

  • Legacy systems couldn’t support organizational growth
  • Inbound and outbound call capacity was limited
  • Patient response time and other mandates in the ACA needed to be addressed

Solution 

Our professional services team helped the company keep up with a 200 percent increase in business—including fluctuating seasonal work—with a platform that quickly scales to meet demand.

  • Streamlined customer communications with Virtual Contact Center supported by Verizon IP Toll Free and IP Trunking
  • Automatically adjusted call routing to agents across locations
  • Integrated click to chat and email solutions
  • Managed near real-time reporting, queuing and outbound campaigns

Outcome

Verizon helped the company gain greater visibility into its contact center with near real-time reporting. We also added multi-channel capabilities, helped improve response times and created on-demand capacity.

  • Expedited customer service and reduced wait times with increased capacity and fast, integrated, multi-channel chat and email solutions
  • Controlled costs by using existing PBX equipment and implementing IP for inbound calls
  • Increased productivity with automatic call route calling to available agents
  • Improved marketing and payment processes by using contact center data to inform campaigns and resolve billing issues

How we built the solution.

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