As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector.
New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a very short window of time—often 90 days. Conducting health assessments and completing enrollments for every individual is a tall order, for sure, one that’s frequently complicated by large “data dumps” from state agencies that include a lot of inaccurate and outdated information.
Manually and painstakingly working through this process is tedious and time-consuming. Call handle times can stretch to an hour and half, frustrating agents and customers alike. Existing systems allow for only limited integration and data mining, and they’re often incompatible with Engaging Solutions’ client systems.
For an especially challenging assignment from a new client, Engaging Solutions collaborated with NICE inContact and another partner Spice CSM, to devise a customized, automated solution that bypassed the client’s own on-premise system and streamlined the entire process. The upshot? The entire assignment was completed in the allotted time. Calls have been reduced to as little as 20 or 25 minutes—a 50 percent improvement in some cases! And what’s more, agents feel better about the work they’re doing, which has boosted morale and productivity.
The customizability and flexibility of NICE inContact CXone call center software continues to return even more results to Engaging Solutions, including speeding up reporting time, system deployment time and time required for agent training.