How to make every agent your best agent?
Assist your agents in real-time with an intuitive UX, automate tasks and guide them to next best actions.
Amardeep Modi, Practice Director
MMM Healthcare, a sister company of InnovaCare, has been one of the leading plans in health services under the Medicare Advantage segment in Puerto Rico. When MMM began in Puerto Rico, roughly 20 years ago, it implemented a new way of meeting the health needs of the Medicare and Medicaid beneficiary population by establishing the Medicare Advantage segment on the Island for the first time.
Growth and success in the business over time has contributed to complexity in the contact center. With over 12 separate systems for servicing customers, the contact center leadership engaged Jacada to simplify, unify, guide and automate the numerous systems for their contact center agents. The goal in this engagement is to improve efficiency and experience for both their agents and their customers for customer servicing engagements.
Uniphore is helping MMM simplify contact center operations with real-time agent assist which includes task automation all in a unified agent desktop to boost efficiencies and health outcomes. We integrated 12 core systems into a single unified application and replaced a legacy case management application with automated workflows. The now integrated case management drives improved process compliance and SLA management across the workforce.
Member 360 view, interaction history, alerts related healthcare gaps, and next best action are all benefits of the [Uniphore] solution. Real-time agent assist guides customer service representatives through the entire interaction. Automations aimed at after call work generate automated notes saving agents a significant amount of time.
We’re pleased to see our client broaden the deployment of the solution to other use cases, capabilities, and contact centers in an effort to increase the realized benefits even further.