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Technology as a Healthcare Tool to Enhance Customer Engagement

Technology has revolutionized the healthcare industry. Electronic health records have provided easy, secure access to patient health records. Patient portals have facilitated appointment and follow-up scheduling. Perhaps most importantly, advanced screening tools have led to improved patient outcomes. And while many may not notice it, technology often works behind the scenes to enhance consumer engagement.

IN THIS BLOG:

1. How does technology transform the healthcare contact center experience?

Technology can significantly transform the healthcare contact center experience by integrating advanced systems such as Salesforce, NICE CXone, and AI-driven tools. These technologies streamline communication, improve customer engagement, and automate tasks, resulting in enhanced patient outcomes and optimized service delivery.

2. What role does Artificial Intelligence (AI) play in AFMC's contact center operations?

Artificial intelligence (AI) is pivotal in AFMC's contact center operations, as it enables tools for tone and sentiment detection, intelligent call routing, and customer behavioral modeling. By leveraging AI, AFMC can personalize interactions, predict customer needs, and provide timely support, ultimately enhancing the overall consumer experience.

3. What benefits do callers gain from AFMC's use of Salesforce and NICE CXone?

Callers benefit from AFMC's use of Salesforce and NICE CXone through improved service efficiency and personalized care. Salesforce allows for quick access to customer records, while NICE CXone automates call distribution and enhances agent performance. This integration leads to reduced wait times and a more tailored customer experience in health care interactions.

4. How does AFMC ensure high-quality service delivery in its contact center?

AFMC ensures high-quality service delivery in its contact center through a combination of cutting-edge technology and quality assurance analyses. By employing real-time performance feedback, intelligent agent optimization tools, and proactive consumer engagement strategies, AFMC aims to continually improve the customer experience and meet the diverse needs of its clients effectively.

Our interactions play a key role in building rapport with our consumers, leading to increased adherence to treatment plans, boosted confidence in self-care, and, overall, a greater consumer experience. AFMC has recently leveraged innovative technological solutions in our contact centers that redefine the consumer experience.

AFMC’s technology philosophy is the foundation we use to empower our team and drive excellence. We customize our solutions to meet, exceed, and provide future growth opportunities for our stakeholders and partners. AFMC integrates world-class technologies like Salesforce, a best-in-class CRM, with other technologies, such as NICE CXone and Power BI, to streamline services and improve outcomes for our contact center services. Nathan Ray, AFMC’s SVP of Business Operations, participated in a NICE panel at Customer Contact Week 2024 in Las Vegas earlier this year to discuss AFMC’s technological philosophy and dedication to enhancing consumer engagement.

Technological Innovation Starts at Our Contact Center

For more than a decade, AFMC has provided comprehensive contact center services for government and private entities through innovative and cost-efficient technological solutions. In order to effectively serve the thousands of Medicaid beneficiaries we interact with daily, we use industry-leading technology systems that are reliable, scalable, and adaptable to most State-based programmatic needs. The large-scale integration of our comprehensive technology solution with other State systems has led to the successful implementation of more than 10 State-based contact centers over the last three years.

AFMC is uniquely positioned as a nonprofit organization utilizing cutting-edge technology, quality assurance analyses, Artificial Intelligence (AI), and a Salesforce CRM platform for tracking and program management and real-time access to data and trends that offer a variety of solutions to the State and the clients it serves.

Salesforce

When calls arrive from individuals who have contacted us before, our Salesforce integration can automatically retrieve the caller’s contact details and relevant records as appropriate.

Additionally, Salesforce automation can also generate tasks, such as follow-ups and mailing requests, and track outstanding tasks callers may need to perform, like sending documentation.

AFMC’s comprehensive technology solution features an AI-based tone and sentiment detection function that detects a caller’s tone and sentiment to enhance quality improvement. Additionally, it enables a supervisor to intervene when needed, providing support to an agent with challenging calls.

NICE CXone

NICE CXone automates the distribution of inbound calls to contact center agents based on the skill levels recorded in the system. This automation eliminates the need for supervisors to constantly monitor the number of callers needing assistance with each issue or to manually reassign team members to different queues.

Artificial Intelligence Strengthens Technology’s Impact

AFMC’s customer-focused strategy focuses on integrating advanced technologies into our daily operations to better anticipate and meet customer needs. A prime example is our partnership with BluIP and NICE and the adoption of their industry-leading CXone system in our contact center. The cloud-based CXone platform, which is fully integrated with our Salesforce CRM platform, employs AI to significantly improve the customer experience. By leveraging AI, we ensure that our services are ahead of the curve, consistently efficient, and personalized to each patient’s needs.

AFMC’s contact center solution includes several cutting-edge tools that allow AFMC to maintain our customer-focused services:

  • IVR Systems — empowering consumers to find solutions independently, reducing wait times, and improving customer satisfaction
  • Intelligent Call Routing — using agent performance measurements and analytics to match clients to agents with the best skills to meet their needs
  • Agent Optimization Tools — harnessing AI and real-time performance feedback to equip our team with the best possible resources to address the issue
  • Behavioral Models — applying AI to understand and anticipate consumers’ needs to facilitate a more proactive approach to customer service
  • Virtualized Agents – allowing clients to reach the right team member efficiently through an advanced AI-powered platform

A Company-Wide Approach to Innovation

During his interview with CX Today, Nathan emphasized how our technological integrations enhance customer outcomes. He discussed how these integrations are part of a broader, strategic approach that positions technology as a crucial component for our internal quality assurance processes, data collection, and analysis.

This ensures that every aspect of AFMC’s service, from initial contact to post-call follow-up, is of the highest standard.

By focusing on innovative technology, AFMC is changing not only how we interact with our consumers but also how we navigate the healthcare landscape. In Nathan’s words, it’s about “having a conversation with our clients and understanding their business case needs at the workflow level.”

For those interested in learning more about how AFMC is leading the charge in healthcare innovation through technology, you can also view Nathan’s full interview and learn more about Customer Contact Week. Through strategic technology integration and a relentless pursuit of excellence, AFMC is dedicated to delivering effective and transformative healthcare solutions.

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