News : ACA Marketplace Enrollment Solutions Selects inContact
SALT LAKE CITY, Nov. 1, 2013 -- inContact (NASDAQ: SAAS), a provider of cloud contact center software and contact center agent optimization tools, announces that ACA Marketplace Enrollment Solutions has chosen inContact to help deliver critical health information to millions of U.S. consumers accessing medical insurance under the Affordable Care Act (ACA).
ACA Marketplace Enrollment Solutions provides service in guiding citizens through the process of selecting the right health plan for their families. Following ACA open enrollment on October 1, the organization turned to inContact's cloud contact center solution to scale to meet the increasing volume of customer inquiries regarding plan options, eligibility, and enrollment practices.
"Citizens need efficient access to information on ACA enrollment, and our PBX system didn't have the capacity to process expected call volumes," said Bill Hallberg, Chief Enrollment Officer at ACA Marketplace Enrollment Solutions. "The cloud enabled us to meet this rising demand, and to do it quickly. inContact had us up and running and taking calls in two weeks."
Citizen calls will now be efficiently delivered to agents via inContact's hosted IP telephony capabilities, and advanced call recording features will ensure HIPPA-compliance. Cloud call routing will enable the organization to virtually field calls at any of their nationwide locations, and the recently released Supervisor On-The-Go iPad app will streamline the management of agent queues.
"Many of our healthcare customers are dealing with unprecedented call volumes related to the Affordable Care Act," said Paul Jarman, inContact CEO. "The scalability and resilience of the cloud offers a compelling solution for organizations like ACA Marketplace Enrollment Solutions that are required to expand on the fly, while maximizing resources and upholding the highest levels of security."
Posted by Veronica Silva Cusi, news correspondent
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inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.
Published: Tuesday, November 5, 2013