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August 19, 2009

HealthHelp Deploys Qwest Contact Center Solutions

By Anuradha Shukla, TMCnet Contributor

HealthHelp, a Houston-based radiology benefit-management company, is using Qwest services to upgrade its customer care technology.
By leveraging the technology powered by Qwest (News - Alert) Communications, physician offices can operate more efficiently with self-service and, around-the-clock voice and data access to HealthHelp’s radiology benefit-management programs.

Qwest Contact Center Solutions provide self-service interactive voice-response (IVR) transaction processing and thus aid HealthHelp to manage the company’s integrated call center environment.
The solution directs callers to the appropriate customer service agent and is powered with on-demand scale and capacity. Since the implementation, HealthHelp is able to flexibly handle call flow by equipping callers with self-service access to key information in real-time. This capability enhances the customer experience by minimizing call wait times.
Qwest Contact Center Solutions are now also part of the company’s business continuity and disaster recovery planning. They can easily direct callers to customer service agents at work, or at alternate locations. This allows HealthHelp to stay up and running even in the event of an emergency.
“Qwest has provided physicians with a quick, telephonic way to submit requests for diagnostic imaging procedures and radiation oncology treatment plans,” said Cherrill Farnsworth, president and CEO, HealthHelp.
Cherrill is pleased with this upgrade that has augmented their convenient online portal. This move also offers ordering physicians yet another streamlined mode of communication with customer service representatives.
Teresa Taylor, executive vice president, Qwest Business Markets Group emphasized the need of businesses to flexibility connect with their customers through interactive voice response systems or by reaching a live person.
This need has driven a number of companies like HealthHelp to rely on Qwest for cost-effective and easy-to-use solutions packaged with exceptional customer service.

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Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Tim Gray

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