Contact Center Solutions Featured Article

Pacific Source Adopts the Optymyse Platform for its Contact Center

November 13, 2014

One of the many mandates in the Affordable Care Act (ACA) is to introduce efficiencies in the healthcare industry with a comprehensive integration of information and communications technologies (ICTs) throughout the system. This has resulted in the adoption of electronic health records (EHR) or electronic medical records (EMR), telehealth and mHealth, providing improved services. This has allowed care givers and patients to be more proactive in everything from the care they receive to how they are billed. The application of the technology has also been extended in the contact center by healthcare organizations to provide agents with the technology they need to interact with customers across different platforms and touch points.

Pacific Source, a not-for-profit healthcare provider in the Northwest, has announced it has integrated the Optymyse enterprise visual communications by SJS Solutions for its contact center to improve agent environment and customer satisfaction.

As the second open enrollment of Obamacare begins on November 15 and continues to February 15, 2015, healthcare organizations will be fielding millions of calls from individuals looking to purchase insurance and evaluating their healthcare options.

In anticipation of the influx of thousands of new customers as well as the 300,000 individuals and 5,700 employer clients throughout the Northwest it serves, Pacific Source deployed the Optymyse platform to improve the services it delivers through its contact center.

The organization was looking to upgrade the browser-based, dashboard style screens via a PC connected to TV screens, which limited agent performance and internal marketing efforts, resulting in substandard levels of service delivery.

Optymyse is a visual communications solution with a flexible, multi-channel, multi-data-source platform. It is designed to give contact center agents multiple tools to perform their job more efficiently.

Some of the new feature of the Optymyse 4.1 include:

  • A Supergroups function to create and aggregate groups to derive overall stats by combining group fact and figures together, allowing managers to get a quick overview of many different data points.
  • ODBC (Open Database Connectivity) Feeds that display data from sources other than the organizations telephone system, including external data sources such as existing SQL databases.
  • Create complex calculations using the Calculated Value function to reveal sales, call handling and other metrics.
  • Using PowerPoint videos with different supported formats to engage agents with visual communications to motivate and accelerate knowledge transfer.

“I am able to create really professional looking wallboards that make what I have seen in other contact centers look really old school, internal branding is really important to us, so the fact Optymyse gives us so much flexibility is great,” said Rich Wright, Telecommunications Specialist at Pacific Source.

When the new enrollment period begins for Obamacare this weekend, Pacific Source will be able to handle the flood of calls that will come its way. Not only will the investment it made in the Optymyse platform provide better customer service, but its agents will no longer have to use dated technology.

Edited by Maurice Nagle