We evaluated our client's contact center infrastructure and created a roadmap to enhance capabilities and user onboarding. We conducted a thorough assessment of challenges, and proposed solutions, and collaborated closely with the client's teams to align technical recommendations, offering a roadmap with multiple MVPs.
We partnered with Salesforce.com to overhaul our client's contact center. We introduced a unified agent desktop, integrating all systems for a seamless user experience in call management and customer service ticket handling.
We teamed up with Salesforce.com to revamp our client’s contact center with a unified agent desktop that connects to all systems to enable a seamless user experience for managing calls and customer service tickets.
The implementation aimed to boost capabilities in the contact center for members and providers, addressing call intents such as claims inquiries, benefits management, and authorization checks. Our approach was thorough, leaving no aspect unexplored to optimize performance and effectiveness.
This collaboration expanded further to include various technology implementations, such as: