United Healthcare

United Healthcare

Next-Generation Contact Center Technology to Enable Better Patient Experiences

Business Channel

Optum Technologies was deploying new technology platforms across contact centers in the US for everything from Call Routing, Interactive Voice Response, and Call Center Management.

Why Elevate Digital

Elevate Digital was able to provide domestic Genesys Technology experts to engage immediately and salvage a project that was delayed and overbudget and struggling to meet key stakeholder needs.

Tech Platforms

    1. Genesys Cloud
    2. Genesys Engage

Outcomes

  • The project was delivered on time and with the revised budget.
  • Key performance metrics regarding average call time, first-call resolution, and contact quality either met or exceeded preliminary targets.