Overview
Nature optimizes resources to ensure the ecosystem remains resilient and adaptable. A major healthcare organization and TTEC partnered with the same goals in mind and over five years’ time, improved efficiency and the customer experience while gaining new insights and saving more than $20 million.
When all the moving parts — contact center services, technology, processes, and delivery — are elegantly synchronized, that’s poetry in motion. It doesn’t happen often. It didn’t happen overnight.
But once technology, AI, data, and CRM were fully integrated with contact center services, the roadmap for growth became clear. Weighted down by legacy systems and processes, our client needed to enhance open enrollment and the member experience, increase sales, and reduce costs. What started as a limited-scope, tactical engagement expanded into a multidimensional, far-reaching strategic partnership. Mindset shifted from reactive to proactive and together, TTEC and its client crafted a strategic roadmap not merely for the year ahead but five years into the future. Here are just 3 of the ways TTEC Digital and TTEC Engage optimized numerous systems and orchestrated processes with finesse.
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