HealthHelp®, a Houston-based radiology benefit-management company, recently upgraded its customer care technology with Qwest services. Now, physician offices can operate more efficiently with self-service, around-the-clock voice and data access to HealthHelp’s radiology benefit-management programs thanks to technology powered by Qwest Communications (NYSE: Q).
KEY FACTS
- HealthHelp uses Qwest Contact Center Solutions to manage the company’s integrated call center environment by providing self-service interactive voice-response (IVR) transaction processing.
- The solution is designed to direct callers to the appropriate customer service agent and is powered with on-demand scale and capacity to economically address call volume spikes.
- The Qwest solution offers HealthHelp a flexible way to handle call flow by equipping callers with self-service access to key information in real-time that enhances the customer experience by minimizing call wait times.
- Qwest’s professional services team also worked with HealthHelp to make Qwest Contact Center Solutions part of the company’s business continuity and disaster recovery planning.
- Because Qwest Contact Center Solutions offers the flexibility to direct callers to customer service agents at work, or at alternate locations, businesses like HealthHelp can stay up and running even in the event of an emergency.
- In HealthHelp’s case, business continuity and disaster recovery services are vital to patient care. In the event of a natural disaster or local network outage, calls need to be quickly re-routed to alternate agents or contact centers.
SUPPORTING QUOTES
Cherrill Farnsworth, president and CEO, HealthHelp: