Contact Center Makes ‘Healthy’ Choice

February 02, 2016

Now that the deadline has passed for this year’s enrollment in the Affordable Care Act, more commonly known as “Obamacare,” healthcare companies nationwide can expect a rash of calls from new members wanting to know exactly what they’re covered for. To that end, one company has decided to take its efforts to the cloud, so that it can be ready to expand 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, according to inContact company protocols, declined to be named — will utilize inContact’s cloud-based contact center platform to provide easy service to consumers through a mixed network of both contact center and at-home agents.

“InContact offers powerful resources to our customers so they can better understand and improve their customer experience,” noted Paul Jarman, CEO at inContact, in commenting on the new client. “Our cloud solutions enable companies to easily scale up services to accommodate rapid growth and provide the insight they need to manage their expanding workforce.”

Given the explosive growth of healthcare in this country, the move makes sense. Facing 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. Further, by operating from a cloud platform the new customer will be able to scale its services rapidly to meet its expected growth to some 5,000 agents within the next 18 months.

In keeping 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 omni-channel customer service center including email, chat, SMS messaging, and social media, in addition to traditional voice channels. InContact’s Workforce Management (WFM) and Quality Management (QM) offerings will also be utilized.