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At Genesys' Analyst Conference, Blair Pleasant of UCStrategies speaks with Anne Palmerine of UPMC Health Plan about how Genesys solutions help the organization provide exceptional service to their members, enabling them to implement cost effective solutions and innovative product offerings, while providing service excellence.
Also on UCStrategies on this topic:
Blair Pleasant: Hi, this is Blair Pleasant with COMMfusion and UCStrategies and I am with Anne Palmerine from UPMC Health Plan. Anne gave a wonderful presentation yesterday about what they are doing with the Genesys technologies. Anne, welcome.
Anne Palmerine: Thank you.
Blair: Tell us about how you are using the Genesys solutions and how they are helping you to meet your customer service goals.
Anne: We are using many different things, but the key is that it is really helping us to have our proactive personal approach with our members. We have an outbound dialer that allows us to reach out to our members. We call them to welcome them, we call them on their birthday to check in, we call them about their preventive care needs, we call them when there are changes in their plan. And in addition to just having the dialer functionality, we have the ability to (route) the outbound calls to the personal concierge, the representative that that member is assigned to. So the call is very personal. They are connected to them and they spend the time making sure they have all that they need to prevent them from having to reach back out to us in the future.
Blair: I think everyone in the audience, when we heard about the personal concierge, we said, “we want that insurance company.”
Anne: And then on the other side, on the inbound calls, the personal concierge comes to the forefront, as well. Because our inbound routing solution, either the member can speak or enter their member ID and it will look into our core system and route them to their personal concierge. Or, if they don’t have their card and their number, it will recognize their phone number and will look them up in our system by their phone number and again, route them to their personal concierge.
If the concierge is tied up, the system is smart enough to know and helps to find the next level agent just to make sure they get the right expert at the right time that can answer all of their questions. And really, this has helped us extremely in our ratings for knowledge and being able to help the customer and to get information that members need.
Blair: You also talked yesterday about your mission and your goals. So talk about what those are, and how the Genesys technologies are helping you meet those.
Anne: There are several of them. One is to drive the health and wellness of our members. We are doing that through outreaching to our members for preventive care needs that they have. And also, too, when they call in they are routed to somebody who knows what their preventive care needs are, and they review those at that time.
The next one is using innovative solutions. We have definitely been innovative with Genesys. We have been able to leverage our call routing, we have been able to leverage our healthcare concierge program and make it work.
Another part of our mission is service excellence. It’s really helping to drive that, getting people to the right person at the right time and ensuring that they have the tools, ensuring that their representatives have the tools that they need, that the information comes to them from Genesys, from the CTI, so that they can make the best experience possible.
The next one is cost-effective solutions. Leveraging Genesys, we have really been able to become more cost effective. We have been able to do 40% of our work outbound calls. The system, we are in a blended environment, and the system is smart enough to know somebody is available and it will route them an outbound call to make. And so we are really leveraging all of our valleys, the times when our call volume is lower. So it has been very cost effective for us. In the past, we had an entire outreach team, which we don’t have anymore, and really leverage the technology.
Blair: Excellent. Well, thank you so much and thank you for a great presentation yesterday.
Anne: Thank you. Have a good day.
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Communications Integrated to Optimize Business Processes.
UC integrates real-time and non-real time communications with business processes and requirements.
Uses presence capabilities for coordination, and presents a consistent unified user interface and experience across multiple devices and media types.
Learn more at What is Unified Communications all about?