Healthcare Organization Enhances Collaboration
Challenge:
Increase health plan operations efficiency while reducing costs and improving member and provider experiences.
Solutions:
Deployed Cisco TelePresence and Unified Communications (Unified MeetingPlace, Unified Personal Communicator, Unified Contact Center Enterprise, Unified Customer Voice Portal).
Results:
- Reduced travel costs by 10 percent
- Avoided staffing increases by shifting 20 percent of calls to self service
- Reduced typical meeting time by 50 percent
Since implementing Cisco Unified Customer Voice Portal, we have shifted 20 percent of contact center calls to self service...- Terry Bayer,
Chief Operating Officer,
Molina Healthcare, Inc.