We utilized our partnerships with leading technology companies to reinvent the healthcare payer’s contact center infrastructure.
The following are the technologies included:
- Salesforce Service Cloud lightning with a consistent agent experience to handle a variety of calls types and create cases to log the calls and route them to L2 teams if necessary
- Open (computer telephony integration) CTI for integration with the client’s preferred telephony solution
- MuleSoft AnyPoint to unite the company’s disparate data sources and applications in a single abstraction layer
- Experience Cloud to connect members with dedicated care advocates for specific use cases – enabling digital engagement and driving down call volume