Engagent Health Addresses Critical Need for Healthcare Accessibility With Avaya OneCloud


first_img Facebook Pinterest RALEIGH-DURHAM, N.C.–(BUSINESS WIRE)–Feb 3, 2021– The COVID-19 pandemic exposed a looming crisis in healthcare accessibility that has made organizations like Engagent Health increasingly important, and they have chosen Avaya (NYSE: AVYA) for the critical communications solutions that are dramatically improving access to care for millions of individuals across the U.S. For the 43 percent of adults aged 19 – 64 that had inadequate health insurance prior to the pandemic, and the millions of others who lost coverage as a result, Engagent Health is a vital resource for exploring options and finding their best plan. Engagent Health provides a cloud-based platform for government agencies and healthcare plan providers that streamlines onboarding, member acquisition and CRM. The company also provides outsourced agent support to help offset peak call times for health insurance plans. Avaya OneCloud CCaaS and its advanced, AI-enhanced digital engagement capabilities, supports a broad range of touchpoints and interaction types to increase responsiveness, hyper-personalize, and better support the customer journey. Engagent Health is able to consolidate its fragmented contact center environment and align processes, resources and functions, and to leverage new ways to connect with customers when and how they want. The company chose Avaya OneCloud CCaaS (contact center as a service) for its contact center operations and Avaya’s UCaaS calling solution, Avaya Cloud Office™ by RingCentral, to enhance communications for its distributed workforce. The company also plans to use Avaya OneCloud™ CPaaS (communications platform as a service) to flexibly build services that enhance customer and business outcomes. Using Avaya OneCloud solutions, the company has been able to increase its conversion rate by 60 percent and increase care plan engagement by 80 percent compared to the average provider. “We couldn’t settle when it came to the contact center. We had seen Avaya’s recognitions for contact center and customer experience innovation over the years, and we knew they’d be able to take our operations to that next level,” said Austin Ifedirah, Founder and CEO at Engagent Health. “We need to take lessons from other industries and apply that to what is being done in healthcare, including critical areas of care like member acquisition and care plan engagement. Avaya is helping us move fast to deliver the kind of experiences that will put us ahead of the rest.” For example, as a contact center outsourcer responsible for offsetting high call volume, the company can use Avaya OneCloud CCaaS to leverage AI-enabled bots that provide 24/7 support, freeing agents to focus on customer interactions that require a human touch. There are also more options for meeting the needs of mobile callers with digital deflection and self-service channels that help reduce toll-free charges and increase efficiencies. Avaya OneCloud CCaaS will also support the company’s planned growth in 2021 with global scale, reach, and security. The company is also using Avaya Cloud Office for real-time communication that helps improve decision-making and increase customer value. “When you’re talking to thousands of customers on a daily basis, there are many unique situations that you have to navigate. Being able to communicate in real-time about things like policy changes and customer qualifications across all of our global operations centers is massively important,” said Ifedirah. The management team also uses Avaya Cloud Office to solve for problems in real-time while prospects are on the phone, being able to share information quickly through one simple, easy-to-use solution. The company plans to use Avaya OneCloud CPaaS to expand customer engagement with a more holistic, digital communications experience. This includes seamless third-party integration, Web self-service via a conversational chat bot that can greet customers and answer commonly asked questions, and proactive outbound notifications that can track responses and personalize interactions. Using Avaya OneCloud CPaaS, Engagent Health can build whatever service it needs to meet customer expectations. “Working with progressive healthcare companies like Engagent Health, Avaya is helping connect people in ways that offer more immersive, more productive, and more impactful experiences,” said Simon Harrison, Avaya SVP and CMO. “By offering solutions that enable better outcomes, we are enabling our customers to provide experiences that really matter to people.” About Avaya Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what’s next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at http://www.avaya.com About Engagent Health Engagent Health builds unified solutions for sales agents, agencies and health plans in the health insurance space. These offerings include software platforms and wrap around people augmentation and insurance agency services. Learn more at https://www.engagenthealth.com and https://www.marketplaceinsuranceservices.com. Cautionary Note Regarding Forward-Looking Statements This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as “anticipate,” “believe,” “continue,” “could,” “estimate,” “expect,” “intend,” “may,” “might,” “our vision,” “plan,” “potential,” “preliminary,” “predict,” “should,” “will,” or “would” or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law. All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Source: Avaya Newsroom View source version on businesswire.com:https://www.businesswire.com/news/home/20210203005181/en/ CONTACT: For Media Inquiries: Alex Alias [email protected] KEYWORD: UNITED STATES NORTH AMERICA NORTH CAROLINA INDUSTRY KEYWORD: SOFTWARE NETWORKS INTERNET DATA MANAGEMENT TECHNOLOGY MOBILE/WIRELESS OTHER TECHNOLOGY SECURITY SOURCE: Avaya Copyright Business Wire 2021. 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