February 2, 2016
Now that the deadline for this year’s enrollment in the Affordable Care Act—more commonly known as “Obamacare”—has passed, healthcare companies nationwide can expect a flood of calls from new members wanting to know exactly what their coverage includes. To that end, one company has decided to move its operations to the cloud so that it can be ready to scale up as expected.
That’s why inContact, a leading provider of cloud contact center software and contact center agent optimization tools, has announced that a major digital health company has adopted the inContact solution. The new customer—which, in accordance with inContact’s company policies, declined to be named—will use inContact’s cloud-based contact center platform to provide convenient service to consumers through a hybrid network of both contact center agents and remote agents.
“InContact offers powerful resources to our customers so they can better understand and improve their customer experience,” said Paul Jarman, CEO of inContact, in commenting on the new client. “Our cloud solutions enable companies to easily scale up their services to accommodate rapid growth and provide the insights they need to manage their expanding workforce.”
Given the explosive growth of the healthcare sector in this country, the move makes sense. Faced with an immediate need to support up to 700 agents, the growing care-management company is expected to implement and leverage inContact’s flexible Cloud Contact Center Platform to achieve its customer service goals. Furthermore, by operating from a cloud platform, the new customer will be able to rapidly scale its services to accommodate its expected growth to approximately 5,000 agents within the next 18 months.
In line with rapid changes in the contact center industry, the firm will also implement the key building blocks of inContact’s inbound solutions—the Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) systems—to support its omnichannel customer service center, which includes email, chat, SMS messaging, and social media, in addition to traditional voice channels. inContact’s Workforce Management (WFM) and Quality Management (QM) solutions will also be utilized.