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:

• Why your customers should be and will be demanding speech-enabled self-service applications

• What challenges this demand for speech-enabled self-service applications will bring to your contact center

• What tangible benefits speech-enabled self-service applications provide for your contact center

• 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:

• 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.)

• Enhance security, privacy and HIPAA compliance using voiceprint identification.

• 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.

Thomas M Chamberlain

Director, Business Process
Marketing, Aspect Software

Remus Siclovan

Senior Systems Analyst
Health Net, Inc.

Erik Linask

Associate Editor
Technology Marketing Corporation