Call Center Optimization

Automated, Scalable Healthcare Call Center Solutions Optimize Communications

Leverage Conversational AI for a more efficient, consumer-centric call center.

The complexity of healthcare means members and patients need frequent 1:1 interaction to help them stay on top of their health needs. Traditionally, call centers have addressed this need via individualized outreach by phone. But times have changed. Phone answer rates are decreasing, and consumers now prefer messaging-based channels (such as text message) for simple interactions.

Advances in technology mean that many of today’s high-volume, low-complexity healthcare consumer interactions can be delivered through automated, text-based conversations.

mPulse Mobile’s automated healthcare call center solutions empower tens of thousands of call center staff to focus on high-value interactions and engage in real-time text message conversations using our desktop app. Our Conversational AI solution utilizes automated conversations and 1:1 text interaction to handle high-volume touchpoints, then elevates only the conversations that require additional support from staff. We work alongside you to ensure that our healthcare call center solutions slot seamlessly into your existing workflow to help you improve the consumer experience and make your call center more efficient.

Proven Results

50%

Reorder conversations successfully transitioned from phone outreach to automated text messages

100%

More refills completed by pharmacy staff using 1:1 text interaction vs. phone

90

Seconds average wait time (down from 8 minutes) by transitioning inbound callers to text

How It Works

IMPROVE Efficiency in Call Centers

mPulse Mobile’s Call Center Optimization Solution balances automated conversations through mobile channels, one-to-one text engagement between staff and consumers, and flexing call volume to keep up with consumer demand.

  • Replace large volume simple calls with automated conversations, freeing up staff to focus on higher value activities
  • Drive up inbound call volume by sending out texts asking consumers to call about a particular topic to a specified number
  • Create greater efficiencies by empowering staff to engage in asynchronous 1:1 text interactions
  • When wait times hit a threshold length, launch an IVR response that provides consumers the opportunity to transition to a 1:1 text interaction

Solution Content

Core Solution:

  • 1:1 Manual Text Interactions
  • HIPAA-Compliant
  • Browser-Based Engagement Console

Additional Modules:

  • Text-to-Inbound
  • Call Volume Flexing
  • Wait-to-Text

Advanced technology. Practical solutions.

The mPulse Mobile Call Center Optimization Solution leverages our enterprise-grade communication platform and innovative technology that powers effective and scalable conversations.

 

  • Conversational AI – Forms the core of our Natural Language Understanding and allows us to automate tailored conversations
  • Engagement Console – Empowers your support staff to have 1:1 mobile conversations with members using a cloud-based desktop application
  • Reporting – Provides you with the data views and analysis to understand member engagement and optimization of solution outcomes
  • SDOH Index – Lets us understand populations at scale to tailor conversations, so you can provide support to all your members
  • Activation Intelligence – Builds individual activation profiles for each member, so we can adapt and tailor conversations to drive solution outcomes
  • Conversation Science – Enables us to measure and assess the quality of our automated conversations at scale, so we can be more meaningful and engaging

Start Conversations.
Build Relationships.
Drive Outcomes.

It all starts with conversation. Our omnichannel solutions empower you to have conversations with your consumers through their preferred channel and with relevant content. Our behavioral data science team and Conversational AI platform give you the smarts and automation to intelligently tailor your conversations to build stronger, tighter relationships with all your members. Relationships are the key to activation and behavior change that drives positive outcomes.

It’s all about relationships.
Request a Demo