OEP 4'5

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ENHANCING SERVICE IN THE HEALTHCARE CONTACT CENTER
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Agenda

• Overview Aspect and Onyx
• Challenges Facing Payer Organizations
• Leveraging Technology For A More Effective
  Contact Center
• Demonstration
• Benefits to Payer Organizations
• Why Onyx Aspect?

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Onyx Company Profile
Company Profile
Founded in 1994
IPO 1999
Nearly 1000 Customers in 50 industries

• Global Presence
• Health Insurance One of Three Focus Verticals
• According to Gartner, Onyx is a leading provider
  of CRM for the Healthcare Market

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Onyx Overview -- Clients in Health Care
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Aspect Overview

• Largest company dedicated exclusively to Contact
  Center Solutions
• 1,400 employees Offices worldwide
• Offices worldwide
• Global partner network
• Founded in 1985
• Profitable and financially sound
• 76 of Fortune 50 powered by Aspect
• Over 8,000 mission-critical customer deployments
  worldwide
• 10 of top 10 telecommunications companies
• 9 of top 10 airlines
• 9 of top 10 commercial banks
• 7 of top 10 insurance companies
• Managing over 3 million worldwide customer
  service and sales representatives (CSRs) daily

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Aspect Clients in Health Care
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Challenges Facing Healthcare Payer Organizations

• Purchases are shifting increasing healthcare
  costs to employees
• Consumer-focused healthcare requires more than
  defined contribution products
• Payers need to automate processes and create an
  efficient business environment to reduce costs
• Payers need to respond to consumer demands for
  excellent self-service and improved access to
  decision-making information

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Payer Business Objectives

• Reduce lag time AND provide a quality response
• Simply reducing the time to respond to member
  requests is not enough if the interaction does
  not deliver a quality response the first time
• Provide an exceptional customer experience
  every time
• The focus must be on improving the experience for
  the member because this will ultimately lead to
  increased member loyalty
• Implement technology that supports the business
  processes
• Speed and value are delivered to the customer if
  effective processes are combined with intelligent
  call routing to ensure that the call is handled
  by the customer service representative (CSR) most
  qualified to answer the customers inquiry
• Make each interaction count and dont waste the
  customers time
• It is crucial to be able to analyze a members
  historical profile and current activity to select
  and deliver in real time an offer that is
  relevant to his or her needs and activity

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The Expense of Doing Nothing

• First Impressions Matter. Make them count!
• Most often a customers first interaction with
  your organization is through the contact center.
  Making the right first impression is critical to
  high customer retention rates.

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The Expense of Doing Nothing
Not making the Contact Center a competitive
differentiator will accelerate customer attrition
and hurt the bottom line

• A contact center with inefficient processes
  result in higher administrative costs and more
  dissatisfied customers
• A contact center that is not designed with the
  customer in mind can cost the organization in
  wasted resources
• Even if cost increases are inevitable, a
  satisfied constituent base will be more likely to
  absorb those increases than to deal with the
  switching costs of moving to a new provider

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Stepping Up to the Challenge
How is your organization justifying rising
healthcare costs?

• Payers Must
• Automate processes and create an efficient
  contact center environment to reduce
  administrative costs
• Give their contact center personnel access to
  information that allows them to make better
  decisions and more effectively respond to
  consumer inquiries the first time
• Provide self-service capabilities and/or improve
  the quality of those capabilities to give
  customers what they need, when they need it
• More effectively leverage information gathered in
  the contact center across the organization
  personal profiles help you develop more effective
  products

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Leveraging IT For the Future

• Payers must look for technology that can
• Support highly automated and efficient
  transaction processing
• Make information available to the enterprise and
  all of its constituents to make better business,
  product, financial and clinical decisions
• Provide responsive customer service
• Best of Breed Technologies
• Open-technology architecture
• Data and integration standards
• Workflow technologies

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Healthcare Transformation Results

• The marriage of routing and desktop application
  capabilities are required to positioned
  Healthcare Payers for the future in terms of
  attracting and retaining customers
• Helps attract demanding Fortune 1000 employers!!
• Provides Transaction value routing and handling
  of each contact and customer
• Intelligent data directed routing helps to hold
  cost down as membership grows
• Move towards integrated 24 X 7 web self-service
  capability
• Move towards consistent responses to customers
  across all channels enhancing the service
  experience
• Analytics to quickly identify trends, problems,
  and opportunities!

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Transformation HealthCares Future

• Transform traditional phone and mail health
  services into self-service capability and fast
  intelligent contact centers
• Business rules provide for routing escalation and
  service delivery requirements and reporting
• Capability will be for members and providers and
  will include
• Speech recognition integrated front office
  applications
• Consistent Information delivery for Providers and
  Members 24x7
• Enhance customer experience
• Address SSN conversion to alpha numeric account
  numbers
• Speaker verification
• HIPAA requirements
• Text-to-Speech
• Enhance customer calling experience

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Technology for Your HealthCare Contact Center
Aspect
Onyx

• Facilitates multimedia interactions
• Route customers to the most appropriate agent
• Workforce Management
• Performance Monitoring
• Interaction Infrastructure

• Facilitates Marketing, Sales, Service Support
  business processes
• Provides framework to extend into the enterprise
  for a single view to serve the customer
• Intelligent call scripting
• Business Process Workflow

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Demonstration
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Benefits from Using Aspect / Onyx

• Improved member service
• Higher customer satisfaction levels
• Reduced administrative costs and
  processing/data-entry errors
• More efficient employees
• Clearer insight into your customers value to the
  organization to provide a differentiated level of
  service
• Improved processes (workflow capability)
• Reduced training costs (Call Scripts)
• Improved communication and accountability
  throughout the organization

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Why Aspect and Onyx?

• Low risk deployments - via certified integrations
• Leader in providing successful deployments ones
  with low TCO and proven ROI
• Standards-based integration architecture to build
  upon as your organization grows
• HealthCare domain expertise
• Reference-able customers
• Depth of integration capabilities

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To Learn More
www.onyx.com info_at_onyx.com 1-888-ASK-ONYX
www.aspect.com info_at_aspect.com 1-888-412-7728