The changing landscape of US healthcare means that health insurers must find ways to efficiently and economically accommodate an expanding pool of individuals seeking their own health coverage. CosmoCom’s CosmoHealth contact center suite helps ColibriumDirect to stay competitive and improve customer service to its growing direct consumer base. CosmoCom’s agile service creation environment enables Colibrium to customize sophisticated call routing to match individual plan needs. Seamless integration with the Health Plan Sales Solution for Microsoft Dynamics CRM ensures all caller data is captured for reporting purposes and provides Colibrium’s agents with a single unified desktop, whereas they previously had to switch between several applications and screens to handle a call.
"When evaluating potential contact center vendors like CosmoCom and Interactive Intelligence, we found CosmoCom’s agent desktop is so intuitive and uncluttered it enhanced agents ability to do the job since it is less complex," said Mark Poling, Colibrium Principal and Founder, "Deployment is also less complex since we are able to quickly bring agents online using a variety of different voice delivery options so we can expand along with our customer base."
“I have been building call centers for over ten years. The technology piece is usually the biggest challenge, and in particular the dialer systems; some were a complete mistake and others worked great with smaller groups but couldn’t scale,” shared Brian Will, CEO of ColibriumDirect, “However, the implementation of CosmoCom’s technology was the smoothest I’ve ever experienced and the support we’ve gotten has been unparalleled.”
"CosmoCom is happy to support Colibrium’s growing role in helping consumers obtain private health insurance in the US,” said Ari Sonesh, CosmoCom CEO.
“With CosmoCom’s cloud-based agent desktop technology and Microsoft’s Health Plan Sales Solution for Microsoft Dynamics CRM, Colibrium can now offer health plans a flexible way to quickly and easily move their marketing and sales processes online, reduce member acquisition costs, and proactively manage and monitor their sales, member service and retention processes,” said Dennis Schmuland, worldwide managing director, health insurance industry, Microsoft Health and Life Sciences.
CTI論壇報道
