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Alameda Enhances Customer Service with inContact Hosted Call Center Solutions

By Anuradha Shukla, TMCnet Contributor

Cloud computing offers numerous benefits to enterprises including pay per use, dedicated servers and supporting parallel computing. It also provides the architecture for creating clouds with customer-driven service management allocation by leveraging technologies such as Virtual Machines.

inContact, a provider of hosted call center software and call center agent optimization tools, announced that Calif.-based Alameda Alliance for Health (Alliance) has implemented the company's hosted call routing, interactive voice response “IVR” and outbound dialing solutions. The inContact technology is expected to help the Alliance meet their aggressive customer service goals for their more than 110,000 members and 1,700 health care providers.

Ingrid Lamirault, Alliance chief executive officer said that the company has received more than 200,000 calls from both members and service providers annually. The company needs a modern, cost-effective call center solution with tools to accommodate our anticipated membership growth which is due to the state's expansion of managed care for its Medi-Cal beneficiaries and changes from federal health care reform expected as early as 2013.

Before implementing the inContact system, the Alliance had an outdated premise-based system that made configurations and accessing data very difficult, and also limited the company's ability to scale quickly or fully utilize technology to meet growing demands.

The Alliance chooses inContact system for three primary reasons: to provide better service to its members via skills-based call routing, to strengthen its ability to communicate in a timely and efficient fashion using customizable messages, and to add outbound campaigns for the first time.

inContact now links the agents in each department on the same system, seamlessly routes the calls to the right agent trained to take each particular call, and provides a pay-as-you-go pricing model with the ability to expand without adding new equipment. Durinda Biesman, senior vice president, Global Service Delivery for inContact, said that this solution removes upfront capital investment, worry about managing hardware and the need for in-house telephony specialists while also providing feature-rich capabilities to optimize customer interactions.