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MicroAutomation Powers Standardization of Contact Center Technologies of a Major Healthcare Insurance Provider
MANASSAS, VA- September 24, 2007 � MicroAutomation, a leading systems integrator of contact center solutions, announced that they have implemented a solution to help a major Healthcare Insurance Provider standardize the disparate technologies of their newly formed nationwide network of contact centers. The Healthcare insurance provider recently acquired several smaller companies dedicated to offering comprehensive healthcare insurance services.
�We are excited about our selection to provide a complete, end-to-end automation solution,� said Suresh Gursahaney, Founder and CTO of MicroAutomation. �This healthcare customer compared their disparate contact center technologies after their acquisitions and determined that the solution which we provided offered the most functionality, flexibility and scalability. As a result, the customer decided to adopt our open-standards-based solution across their entire organization. The expansion doubles their current capacity and expands their speech-enabled self-service applications across 26 states, administering over $87 billion dollars in claims.�
MicroAutomation is also transitioning each contact center to accommodate a national provider identification system, a recent innovation to identify each provider with one universal number and simplify the claims process. This project is one in a series of implementations for MicroAutomation as it continues to develop innovative solutions in the healthcare industry.
Once completed, the Healthcare insurance provider will have the latest open-standards based technology within all of their contact centers which will establish a common communication channel to link all the contact centers nationwide. The implementation will provide the entire Healthcare organization a quick expansion of their solution without costly infrastructure modifications or noticeable operational downtime in any contact center. The new MicroAutomation solution will also put them in full compliance with federal regulations, as well as, continuing to utilize a best-of-breed automation solution to continue to improve caller satisfaction.
About MicroAutomation, Inc.
MicroAutomation is a full service integrator of contact center solutions and provides a broad range of professional services. MicroAutomation�s solutions are based on enhancing the caller experience through speech-enabled IVR, improving live agent efficiency through CTI and providing Analytical tools to report on, manage and refine each solution element to maximize the overall performance of contact centers worldwide. For more information, visit us at www.microautomation.com.
Computer Telephony Integration (CTI) | X | | CTI or computer telephony integration is the linking of computing systems with telephone systems. The caller is connected via telephone companies to a customer ACD-PBX. The ACD-PBX passes the teleph...more |
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