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Cloud Contact Center Technology to Help Consumers Navigate Plan Options, Eligibility, and Enrollment
SALT LAKE CITY, Nov. 1, 2013 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced that ACA Marketplace Enrollment Solutions has chosen inContact to help deliver critical health information to millions of U.S. consumers accessing medical insurance under the Affordable Care Act (ACA).
ACA Marketplace Enrollment Solutions specializes in guiding citizens through the process of selecting the right health plan for their families. Following ACA open enrollment on October 1, the organization turned to inContact's cloud contact center solution to scale to meet the increasing volume of customer inquiries regarding plan options, eligibility, and enrollment practices.
"Citizens need efficient access to information on ACA enrollment, and our PBX system didn't have the capacity to process expected call volumes," said Bill Hallberg, Chief Enrollment Officer at ACA Marketplace Enrollment Solutions. "The cloud enabled us to meet this rising demand, and to do it quickly. inContact had us up and running and taking calls in two weeks."
Citizen calls will now be efficiently delivered to agents via inContact's hosted IP telephony capabilities, and advanced call recording features will ensure HIPPA-compliance. Cloud call routing will enable the organization to virtually field calls at any of their nationwide locations, and the recently released Supervisor On-The-Go iPad app will streamline the management of agent queues.
"Many of our healthcare customers are dealing with unprecedented call volumes related to the Affordable Care Act," said Paul Jarman, inContact CEO. "The scalability and resilience of the cloud offers a compelling solution for organizations like ACA Marketplace Enrollment Solutions that are required to expand on the fly, while maximizing resources and upholding the highest levels of security."
Currently 150 agents strong, the ACA Marketplace Enrollment Solutions is growing rapidly to meet citizen demand, with plans to incorporate inContact's Workforce Optimization suite to effectively manage and schedule staff.
inContact (NASDAQ: SAAS) is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com.
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