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News : Zing Health-Balto Partnership Gets Medicare Questions Answered

#contactcenterworld, @baltosoftware

Chicago, IL, USA, Sept, 2021 -- Zing Health, a Chicago-based provider of Medicare Advantage health plans, is teaming with St. Louis-based Balto to enhance its customer service and inbound sales using advanced call center technology guided by artificial intelligence (AI).

Medicare coverage can be intimidating for seniors to navigate, whether they have limited experience shopping for health insurance or years of tracking down claims. Balto's AI tools help Zing Health's Medicare Advantage sales and customer service representatives meet the needs of all seniors but especially diverse, under-resourced ones.

Balto is a game-changer for Zing Health.

"Balto shows representatives the best things to say, automatically scores 100 percent of calls, and alerts managers to coaching moments in real time," said Vince Lanni, Zing Health's executive vice president, head of growth. "Balto provides customer service representatives with vital information live on the call, so the customer service reps can analyze problems and quickly fix them."

"For the longest time, contact centers had all the insights about what was going wrong on their calls, but no way to act on these insights at scale. With Balto's Real-Time Guidance, organizations can now scale their best practices to every representative at the push of a button," said Marc Bernstein, founder and CEO of Balto. "We're shifting contact centers from conversation intelligence to conversation excellence."

Call Center Gears Up for Medicare Enrollment Period

Zing Health is launching the AI-enabled call center Oct. 1 in advance of the Medicare Annual Enrollment period held Oct. 15 through Dec. 7. Its goal is to provide all senior populations with Medicare Advantage coverage that meets their individual special needs.

"We're setting up three separate playbooks with Balto: one for new sales, one for member retention and benefit navigation, and the third piece for customer service," Lanni said.

All sales scripts are approved by the Centers for Medicare and Medicaid Services (CMS) to protect Medicare Advantage beneficiaries.

"As agents hit items on the checklist, it automatically checks them off in green and then scores the agent at the end," Lanni said. "This is really a training tool and an accountability tool to make sure that the agents and the customer service reps are sharing pertinent information with the member in a regulatory compliant fashion."

"Balto is a game-changer for Zing Health," said Dr. Eric E. Whitaker, Zing Health's founder and CEO. "We entered this partnership to provide advanced call center technology for our Medicare Advantage health plans and make it easier for members to find the best plan that fits their healthcare needs."

"Technology helps Zing Health coordinate clinical care to help members live healthier lives," Dr. Whitaker said. "Balto's technology now positions our licensed agents and customer service department to offer first-class service. Balto trains our employees better and holds them accountable to members for the best-in-class service they deserve."

A successful contact center launch will help spread the call center technology throughout the Zing Health organization. In addition to the sales, retention, and customer service initial phase rollout, Zing Health intends to use Balto for other departments like claims, appeals, grievances, and others to increase the efficiency of each unit.

"I've been building call centers and distribution channels for 20 years and until now have never seen a more useful tool for telesales reps," Lanni said. "Growth is about more than new sales; it's about retention and a great member experience. Balto will increase both for Zing Health."

#contactcenterworld, @baltosoftware

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Balto Software Inc:
Company LogoBalto understands phone conversations and tells reps what to say, live on each call.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, September 27, 2021

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2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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