Avaya OneCloud™ CCaaS Helps Increase
Conversions by 60 percent and Care Plan Engagement by 80
percent
The COVID-19 pandemic exposed a looming crisis in healthcare
accessibility that has made organizations like Engagent Health
increasingly important, and they have chosen Avaya (NYSE: AVYA) for
the critical communications solutions that are dramatically
improving access to care for millions of individuals across the
U.S.
For the 43 percent of adults aged 19 – 64 that had inadequate
health insurance prior to the pandemic, and the millions of others
who lost coverage as a result, Engagent Health is a vital resource
for exploring options and finding their best plan. Engagent Health
provides a cloud-based platform for government agencies and
healthcare plan providers that streamlines onboarding, member
acquisition and CRM. The company also provides outsourced agent
support to help offset peak call times for health insurance
plans.
Avaya OneCloud CCaaS and its advanced, AI-enhanced digital
engagement capabilities, supports a broad range of touchpoints and
interaction types to increase responsiveness, hyper-personalize,
and better support the customer journey. Engagent Health is able to
consolidate its fragmented contact center environment and align
processes, resources and functions, and to leverage new ways to
connect with customers when and how they want.
The company chose Avaya OneCloud CCaaS (contact center as a
service) for its contact center operations and Avaya’s UCaaS
calling solution, Avaya Cloud Office™ by RingCentral, to enhance
communications for its distributed workforce. The company also
plans to use Avaya OneCloud™ CPaaS (communications platform as a
service) to flexibly build services that enhance customer and
business outcomes. Using Avaya OneCloud solutions, the company has
been able to increase its conversion rate by 60 percent and
increase care plan engagement by 80 percent compared to the average
provider.
“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,” said Austin Ifedirah,
Founder and CEO at Engagent Health. “We need to take lessons from
other industries and apply that to what is being done in
healthcare, including critical areas of care like member
acquisition and care plan engagement. Avaya is helping us move fast
to deliver the kind of experiences that will put us ahead of the
rest.”
For example, as a contact center outsourcer responsible for
offsetting high call volume, the company can use Avaya OneCloud
CCaaS to leverage AI-enabled bots that provide 24/7 support,
freeing agents to focus on customer interactions that require a
human touch. There are also more options for meeting the needs of
mobile callers with digital deflection and self-service channels
that help reduce toll-free charges and increase efficiencies. Avaya
OneCloud CCaaS will also support the company’s planned growth in
2021 with global scale, reach, and security.
The company is also using Avaya Cloud Office for real-time
communication that helps improve decision-making and increase
customer value. “When you’re talking to thousands of customers on a
daily basis, there are many unique situations that you have to
navigate. Being able to communicate in real-time about things like
policy changes and customer qualifications across all of our global
operations centers is massively important,” said Ifedirah. The
management team also uses Avaya Cloud Office to solve for problems
in real-time while prospects are on the phone, being able to share
information quickly through one simple, easy-to-use solution.
The company plans to use Avaya OneCloud CPaaS to expand customer
engagement with a more holistic, digital communications experience.
This includes seamless third-party integration, Web self-service
via a conversational chat bot that can greet customers and answer
commonly asked questions, and proactive outbound notifications that
can track responses and personalize interactions. Using Avaya
OneCloud CPaaS, Engagent Health can build whatever service it needs
to meet customer expectations.
“Working with progressive healthcare companies like Engagent
Health, Avaya is helping connect people in ways that offer more
immersive, more productive, and more impactful experiences,” said
Simon Harrison, Avaya SVP and CMO. “By offering solutions that
enable better outcomes, we are enabling our customers to provide
experiences that really matter to people.”
About Avaya
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com
About Engagent Health
Engagent Health builds unified solutions for sales agents,
agencies and health plans in the health insurance space. These
offerings include software platforms and wrap around people
augmentation and insurance agency services. Learn more at
https://www.engagenthealth.com and
https://www.marketplaceinsuranceservices.com.
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Source: Avaya Newsroom
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