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Reduce inbound call volume by at least 10% while delivering a superior customer experience. Guaranteed.

Every industry experiences the “Customer Experience” vs. “Reduced Cost” dilemma. Healthcare payers have it even harder. They also need to help people stay healthy!

Delivering an exceptional member experience in today’s digital world poses a unique challenge for healthcare payers: On one hand, the digital member demands that interactions be low effort, efficient and on the channel of their choice. Healthcare payers, on the other hand, want to ensure low inbound call volume and next issue avoidance all while delivering an exceptional member experience. Furthermore, the pursuit of both of these goals must help drive successful health outcomes. Delivering upon this “triple-aim” goal is top of mind for every healthcare organization.

Jacada’s Contact Hub digitally engages your members in their journey to better health. Whether it’s an inbound web-based session to view an explanation of benefits, an inbound voice inquiry for finding a new provider, or a proactive outbound event-driven wellness campaign to recommend healthcare care options and alternatives. Jacada’s Contact Hub drives your member’s use of existing digital assets to effectively lower inbound call volume. Voice callers are seamlessly and contextually pivoted to a mobile digital self-service interaction, inbound web-based members are greeted and assisted by an intelligent virtual assistant, and all other members benefit from event-based outbound engagement. In addition, members requiring assisted service benefit from a full set of agent productivity tools that ensure seamless continuity from the digital session.

The Jacada Contact Hub is provided on a single platform ensuring reuse, lower cost of ownership and rapid time-to-market. And there’s no need to rip-and-replace what you have.

The Jacada Contact Hub includes:

Engage voice callers with Visual IVR – Research shows that 82% of interactions still end up in the contact center. With Visual IVR, Voice Callers are seamlessly shifted to the digital channel where they receive a personalized and digital experience, enabling a better customer experience with improved self-service. In fact, Visual IVR deployments show self-service on the digital channel improves by as much as 90% over the traditional voice IVR! Moreover, visual IVR interactions bring all the digital assets together in one convenient interface, offering channel choice to the customer.

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Engage digital customers with Intelligent Assistant - Virtual Agents are 1/12th the cost of a live phone call, and customers prefer the intuitive and familiar chat interface. Engage your digital visitors with Jacada Intelligent Assistant, the only virtual agent on the market that combines the power of transactional flows with natural language dialog giving your customers the best of both worlds. Combined with our integration and automation technology means a virtual agent that not only answers your customers, but is also transactional.

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Proactively engage customers with Outbound Engagement – It’s been said that the future of customer service is no-service – meaning, reach out to your customers before they need to reach out to you. Proactive engagement notifies customers on their channel of choice and conveniently drives into a digital interaction, preventing a spike in inbound call volume.

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Be there when needed with our Agent productivity solution – Customers needing assisted service need full continuity from their digital session. From automation to full agent desktops, Jacada delivers context, intent and continuity from self to assisted service.

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Use cases in the healthcare industry:

Changing Providers and Insurance cards

Healthcare insurers contend with high call volume for ‘routine’ transactions such as changing a primary care provider or obtaining a copy of their insurance card. Visual IVR allows this to be done digitally on the insured’s smartphone, reducing inbound call volume and delivering a better member experience.

Explanation of Benefits

A large portion of inbound call volume is often as a result of billing issues or explanation of benefits questions. Let our Intelligent Assistant answer those inquiries for your web visitors, or let Visual IVR allow voice callers to see visual bill explanations.

Text to Quote

Increase sales by allowing prospective members to initiate enrollment using a low-effort, simple SMS interaction.

Proactive Outreach

Notify members or reconnect with prospects about additional plan options, upcoming enrollment dates, eligibility, or other topics that drive sales & retention.

The Jacada Contact Hub Provide an effortless, personalized and digital experience to drive containment and next issue avoidance