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inContact Delivers Savings in Excess of $1 Million to RxAmerica

By Susan J. Campbell, TMCnet Contributing Editor

RxAmerica LLC, an independent provider of prescription benefits, was anticipating a significant growth surge in October 2005 as it was preparing the meet the needs of the senior community seeking information and clarification on the new Medicare prescription drug program. To help them to address this surge, RxAmerica turned to hosted call center solutions provider inContact.

In partnering with inContact, RxAmerica was able to implement an Interactive Voice Response (IVR) and call routing solutions to be able to respond to unprecedented call volume. In addition to selecting inContact, the company also increases its agent population more than 500 percent and opened six new call centers.

Eli Fillmore was hired by RxAmerica and was tasked with evolving the company’s basic telecom architecture into a world-class call routing system that could dynamically handle the anticipated high call volumes. One of the biggest challenges is also one of the most common: balancing financial requirements with technical requirements.

“RxAmerica was an existing telecom customer of UCN (News - Alert) (the telecom division of inContact, Inc.),” said Fillmore. “When our UCN representative showed me the hosted inContact product, I immediately recognized the potential and knew I had found the solution to our growth challenge.”

To achieve the level of sophistication customers expect, inContact combines three major system elements into one solution, including the IVR system, the network platform and the intelligent call router. Such a platform allows RxAmerica to distribute calls among multiple centers, each with their own, independent Automatic Call Distributor (ACD).

According to Fillmore, this approach eliminates the need to deal with three independent vendors and expansive niche programs that are trained to work only with expensive intelligent call routing software and equipment. The inContact solution is seamless, eliminating integration issues and with a single vendor, there is no finger-pointing when something goes wrong.

Using inContact’s rapid application development tool, inControl, Fillmore was able to create a dynamic, flexible system that can be modified on the fly when necessary. The ability to do automated customer surveys delivers additional value to RxAmerica, delivering valuable information on current performance and opportunities to implement improvements.

“By going with inContact,” said Fillmore. “I have been able to do complex and dynamic call routing, saving my company in excess of $1 million in the process.”

Fillmore is today supporting nine locations and hundreds of agents and continues to benefit from the inContact solution. He is next investigating how to use computer-telephony integration tools that come with inContact to tie his customer databases into the IVR system and create new self-service applications for RxAmerica customers.

To download a free customer case study and learn more about how inContact's hosted call center software improved RxAmerica's operations, click here.