Altitude Software, a provider of omnichannel solutions to deliver customer experiences, has announced that Neuron, a major Third Party Administrator (TPA) for the Healthcare industry in the MENA region, has implemented Altitude uCI in its medical contact centre to ensure excellence in customer care delivery and handle the fast-paced growth of its operations in the United Arab Emirates (UAE).
The Neuron medical contact centre is located in Dubai Silicon Oasis, UAE, and is now powered by the Altitude uCI 8 solution, giving the healthcare industry expert a wealth of advanced contact centre features, including unified agent desktops, voice portals, as well as centralised monitoring, queuing, routing and reporting solutions.
Neuron was established in 2000 with the mission to bring the latest innovation in TPA services to the healthcare industry in the UAE and the GCC region. The company brings a very unique combination of deep medical and insurance industry expertise coupled with leading edge technical innovation to the market. Neuron is executing on plans to expand its network of providers, one of the largest in the Middle East today.
”Neuron continually strives to exceed client and customer expectations by providing superior service and innovative business solutions in the areas of healthcare and insurance services,” said Mohammed Mubarak Al-Mutaiwei, Neuron Chairman. ”We relentlessly focus on Member satisfaction, that is combined with deep medical expertise and built on a solid foundation of advanced IT infrastructure, with the aim of achieving cost-containment via a healthier population.”
Adopting a customer centric strategy
Neuron receives several thousand calls, emails and faxes monthly from health insurance policy members wishing to obtain reimbursement details or requiring a medical authorisation. With a multicultural and multi-ethnic staffing, Neuron has language capabilities to cater to callers in Arabic, English, Tagalog, Hindi, Urdu, Eritrean, Pushto, Malyalam, Punjabi, etc. To deal with the increasingly more numerous interactions and the diversity of each call required a fully customised, omnichannel solution that ensured a rigorous management of medical authorisations and emergency helpline services.
“We required a solution to unify our medical contact centre procedures in order to streamline our service, boost client and member satisfaction,” commented Dr Ali Qasim, Manager – Helpline & Policy Management at Neuron. “We looked comprehensively at the market and selected Altitude uCI because it offered a truly ”all-in-one” customer interaction management solution for our Medical contact centre. In addition to integrating the contact centre in the whole customer experience, Altitude also has a strong local support presence across the entire United Arab Emirates,” he added.
Embracing multichannel engagement
The Neuron contact centre today handles multichannel customer interactions by telephone, email, fax and Web. With the Altitude uCI 8 suite in place, Neuron Contact Centre agents are able to have complete member insights to enable personalised and seamless interactions. Emergencies are responded to immediately on 24/7 as there is a verbal approval protocol in place for such cases and all customer interactions are recorded. Neuron is also able to intelligently route multimedia interactions, provide customer self-service, automate outbound dialling, as well as utilise real-time mobile dashboards through Altitude uCI 8.
Altitude uCI 8 is a complete, modular contact centre software solution that provides all the functionality required to provide customers with the best experience. The solution has been making a difference at Neuron as multiple campaign creation, replication and management becomes faster and more intuitive. New management and reporting features also help deliver better business results.
“With the new system, we have managed to increase first call resolution, boost member satisfaction and make our medical contact centre operations far more efficient,” commented Dr. Qasim. ”The simplicity of end user application interfaces, such as the agent desktop or the management portal, that hide very complex operations, is key to a reduced learning curve. So for example, our contact centre agents need just a few days training to be able to “wow” with the most positive experience during customer interactions.”
