April 14, 2015
As any human resources professional will attest, making sure everyone is enrolled in company benefits on time is a lot like herding cats: it can be done, but it involves a lot of chasing down the stragglers. Add to that the fact that just about everyone in America has to call in and make some kind 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 on-premises call center system to the cloud. And the company helping to ensure a seamless and smooth transition is inContact, a leader in cloud-based call centers.
According to a company press release, “The flexibility of the cloud will provide the capacity to grow and the ability to scale up and down to meet the business’s seasonal needs.”
This healthcare service provider—which was not named, in accordance with inContact's company protocols—currently serves millions of members across the U.S. and is adding new members, while also supporting a wide range 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 a flexible, easily scalable solution along with full multi-channel capabilities, giving members more choices and allowing them to be directly involved in their benefits plans.”
Given the rapid expansion of the healthcare sector, this move makes perfect 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 they support, even as they grow.”
The complete inContact solution includes cloud-based ACD and IVR, CRM integration, Uptivity Quality Monitoring, and network connectivity.
