As any human resources professional will attest, making sure everyone is signed up, on time, for company benefits is a lot like herding cats: it can be done, but it involves a lot of chasing down the strays. Add in the fact that just about everyone in America has to call in and make some sort of healthcare benefit decision every December, and you’ve got the makings of a potential disaster on your hands.
That might explain why a national healthcare benefits provider is moving 100 contact center agents from its premise-based call center system to the cloud. And the company helping make that seamless and smooth transition is cloud call center leader inContact.
According to a company release, “The flexibility of the cloud will deliver capacity to grow and the ability to scale up and down to meet the seasonal needs of the business.”
This healthcare service provider – which was not named, according to inContact company protocols – currently covers millions of members across the U.S. and is adding new members, while also supporting a broad spectrum of healthcare providers and insurance companies.
“Their current Automatic Call Distribution (ACD) system is time-consuming to manage and difficult to adjust for seasonal demand,” inContact noted. “The inContact cloud contact center solution offers an adaptable, easily scalable solution plus full multi-channel capabilities, giving members more choices and direct involvement in their benefits plans.”
Given the way healthcare is greatly expanding, the move makes total sense.
"The healthcare industry is constantly changing and we're able to help companies adapt and continue to grow," said Paul Jarman, CEO of inContact. "It's vital for organizations to have a flexible and scalable system to help deliver the most seamless and personalized service experience for the millions of members, providers and payers that they support, even as they grow."
The complete inContact solution includes cloud ACD and IVR, CRM integration, Uptivity Quality Monitoring and network connectivity.
Edited by Dominick Sorrentino