.svg)
Don´t be shy - reach out to us!
Medicare
Turning ideas into reality,
one project at a time
INTRODUCTION
With over 15 years of experience in the Portuguese market, Medicare is a leader in the commercialization of Healthcare Plans, with their excellence and diversity of solutions.
Medicare is a 100% Portuguese capital company that has democratized access to private healthcare for millions of families. With continuous and steady expansion, they prioritize innovation as a core value to meet ever-changing market demands.
CHALLENGE
In order to provide superior customer service, Medicare required a strategy centered on enhancing call center metrics, maximizing time management, and minimizing the amount of applications an operator must access during a conversation.
SOLUTION
AgentDesk is an application that assists the call center operator with a customer throughout the call. For call center management Medicare uses a Contact Center Application, which integrates with AgentDesk via framework. When the operator accepts a call, AgentDesk is loaded on the screen.
For each Medicare call center (sales, customer support, collection, retention, etc) AgentDesk displays a sequence of steps for the agent to follow during the call, as well as scripts to read to the customer.
TESTIMONIAL
"The success of what we do is the reward of our teamwork, and Moxie is part of this team."
Rui Moura, Head of Engineering at Medicare
RESULTS
Before AgentDesk, call center agents used one application to read the script, another one to access and update customer data, and a third application to access customer request history. The introduction of AgentDesk has streamlined the entire process of call management, resulting in more efficient and empowered call center agents and shorter calls with less waiting time, maximizing the Medicare’s customers experience.
.svg){kind=small}