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Implemented Visual IVR Solution
Health Plans and
Healthcare Services
80%
Average Containment
Rate
$
Client Objectives
Divert the various calls types to self-serve
Visual IVR channel –
• Appointment scheduling and rescheduling
• Provider search and PCP change
• Eligibility enquiry
• Claims status and billing enquiry
Firstsource Solution
Digital patient engagement solution
• On demand apps
• Appointment confirmation process
• Easy rescheduling and finding the PCP
• Patient communication
• Digital reminders and guides
• Digital surveys
Business Outcomes
• AHT reduction by 60 seconds
• Improved Average containment rate by 80%
• Agents freed up to focus on more complex
interactions to increase agent engagement
• 100% multi-lingual support
• 24/7 support