The COVID-19 pandemic brought to light many inefficiencies and blind spots in the global workforce, particularly in the realm of healthcare. Jobs that formerly required employees to be at a certain place by a specific time five-days-per-week were transformed almost overnight. Relying on previously unused or underused technology, businesses experienced a paradigm shift, one which brought with it no choice but to adapt. Almost no industry was exempt from these sweeping changes, though several unique challenges landed squarely on the healthcare insurance sector.
Engagent Health always strived to maintain high-quality service while dealing with a constant influx of calls, but the pandemic added new challenges, new claims, and new hurdles not thought of just a few months before. Nearly half of adults (43%) ages 19-64 even prior to the pandemic had lacking healthcare coverage and now, with millions having lost their jobs due to some effect of COVID-19, Engagent Health worked with their clients to provide options for its customers.
Engagent needed a unified communications platform that delivered, shifting the core of their business while maintaining their high degree of customer service and responsiveness. While juggling both UC and CC platforms, they had to find a way to tie everything together, to provide a clear, concise picture of outward-facing customer support, but internal communications, business processes, everything had to be under one umbrella.
By sourcing a trusted provider like Avaya, Engagent was able to achieve this goal. They applied the capabilities of Avaya OneCloud CCaaS for their contact center operations, both internally and for their outsourced employees, and combined that with Avaya’s UCaaS collaboration solution, Avaya Cloud Office. This enabled the Business Process Outsourcer a distributed workforce to work together efficiently. With Avaya OneCloud solutions, Engagent has been able to increase their conversion rate by 60% and care plan engagement by 80% (compared to other average providers).
No going back
Prior to working with Avaya OneCloud, Engagent had a fragmented system that had unaligned processes within its contact center. OneCloud enabled Engagent to bring together its resources and functionality to make valuable customer connections – when they wanted, how they wanted, and from wherever they wanted.
“We couldn’t settle when it came to the contact center. We had seen Avaya’s recognitions for contact center and customer experience innovation over the years, and we knew they’d be able to take our operations to that next level. We’re especially interested in process automation, self-service options, and proactive outreach. There’s so much we can now do,” states Austin Ifedirah, Founder and CEO at Engagent Health.
Other solutions Avaya OneCloud provided to Engagent included voicemail-to-text, automatic call recording, and multi-level auto attendants. Utilizing the aforementioned features of OneCloud ensured that Engagent representatives were able to field calls appropriately and outsource where needed. Custom greetings inherent to Engagent were applied and calls were routed to the appropriate person, no matter what device they were dialed in on. All-in-all, Engagent was able to streamline customer initiatives and create phenomenal customer journeys through high-level support.
Cloud services unifies healthcare insurance communications
What’s next on the horizon for Engagent Health? Avaya OneCloud CPaaS, which has the flexibility to build services which enhance customer and business outcomes. Avaya OneCloud CPaaS does this through personalized experiences, integration of powerful AI capabilities, and data-driven automation for enterprise-level companies.
If you’re interested in a OneCloud solution, reach out to an Avaya representative today, and read more about the work we’re doing with companies like Engagent Health here.