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Tuesday Dec. 11th, 2:00pm ET
11:00am PT
Balancing Cost Effectiveness with a Commitment to Service "Leveraging Speech Technologies in Your Contact Center" |
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If you have considered adopting speech technologies in your contact center, you owe it to yourself to attend this session. Join Aspect Software and Health Net as we explore the capabilities necessary to knock down the barriers to bringing speech-enabling self-service into the contact center.
Key topics will include:
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Why your customers should be and will be demanding speech-enabled self-service applications
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What challenges this demand for speech-enabled self-service applications will bring to your contact center
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What tangible benefits speech-enabled self-service applications provide for your contact center
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What capabilities are necessary to meet the needs of not only the consumer, but also the contact center, while delivering a mutually beneficial result
Health Net Case Study:
In the healthcare industry, contact center managers face extraordinary challenges balancing cost pressures, patient privacy and more – all while delivering a high level of service to plan members.
Serving more than six million members and network providers nationwide, Health Net, Inc. is working to achieve this balance by leveraging the power of speech technology. Health Net’s center receives 230,000 calls a month from members and providers. To manage the volume, address strategic business and service goals and improve the bottom line, Health Net has deployed a self-service solution that utilizes advances such as speech recognition and voiceprint identification technology from Nuance. With the solution in place, Health Net is able to offer callers quick, automated access to information, and at the same time protect patient privacy and keep contact center costs in check. In this session, Remus Siclovan, a senior systems analyst with Health Net’s Call Center Group will discuss how Health Net has been able to:
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Provide self-service options for members and providers that are more personal and easier to use than touch tone interfaces. (Customer satisfaction with the automated system now averages 90 percent.)
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Enhance security, privacy and HIPAA compliance using voiceprint identification.
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Free up service representatives to handle live requests more efficiently, since they are less burdened by repetitive and time-consuming transactions.
- Realize cost savings of between $2.3 and $4.4 million annually by automating claims processes, reducing call volumes and maintaining a high level of customer satisfaction.
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| Presenters: |
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Thomas M Chamberlain
Director, Business Process
Marketing, Aspect Software |
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Remus Siclovan
Senior Systems Analyst
Health Net, Inc. |
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Erik Linask
Associate Editor
Technology Marketing Corporation
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| Sponsors: |
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Presenters:
Thomas M Chamberlain
Director, Business Process
Marketing, Aspect Software
As the director of business process marketing for customer service at Aspect Software, Tom Chamberlain is responsible for identifying growth areas for the organization in the customer service industry and helping create corporate and product strategy to support development and expansion in the market.
As an expert in customer service, Tom believes that the core value that Aspect Software offers to companies in the customer service industry is to provide products and services that help solidify business relationships with customers while delivering results and minimizing waste. In addition, he provides strategic involvement with sales customer service opportunities.
Tom joined Aspect Software in 1988. During his 18 years with the company, Tom has held a wide variety of management and staff positions with increasing responsibilities in the Sales, Marketing and Customer Service organizations. Tom led teams that rolled out the first production systems for Aspect® Unison® Predictive Dialer and established a sales presence for Aspect® Professional Services.
Remus Siclovan
Senior Systems Analyst
Health Net, Inc.
Remus Siclovan is Senior Systems Analyst in the Call Center Group at Health Net, one of the nation’s largest publicly traded managed healthcare companies. Mr. Siclovan is responsible for the integration of Speech Enabled IVR applications for all Health Net Contact Center Sites and has more than 10 years of contact center experience. He has shared his expertise at numerous industry events, including Call Center Week, SpeechTEK and Call Center Demo.
Erik Linask
Associate Editor
Technology Marketing Corporation
In addition to his work with TMC’s IP Communications publications, Erik is a contributor to TMCnet. Prior to joining the TMC team, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.
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